عنوان قارسی مقاله: ارزیابی رضایت مشتری و تجربه مشتری
عنوان انگلیسی مقاله:
فهرست مطالب
Measuring Customer Satisfaction and the Customer Experience
Introduction
Defining Customer Satisfaction
How do YOU define customer satisfaction?
Three Best Practices in gauging customer satisfaction
Interviewing the Experts – Two Boutique research Firm Owners
Spectrum Research Associates, Avon, CT, Eliot Hartstone
Lean Consulting, Cameron Turner, Essex England
Summary
بخشی از مقاله
Three Best Practices in gauging customer satisfaction
ACSI – The American Customer Satisfaction Index
Net Promoter Score System
SERVQUAL – a multiple item scale for measuring consumer perceptions of
service quality. It originally measured 10 aspects of service quality:
Reliability, Responsiveness, Competence, Access, Courtesy,
Communication, Credibility, Security, Understanding the Customer; and
Tangibles
This data provides an assessment of the gap between desired and actual
performance, along with its importance. The system was later was
distilled to just 5 categories of measurement, and referred to as the
RATER system, measuring:
Responsiveness – Assurance – Tangibles – Empathy – Reliability
کلمات کلیدی:
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