客户满意度测量分析资料.ppt

* * Good morning, Thanks for the opportunity to speak with you this morning. Thought I would take a little time to tell you about my background - I’ve spent a lot of time in school - BA, MA, MBA, PhD - with concentrations in Market Research, Research Design, Management, and Organizational Behavior. Also have over twenty years of market research experience, with about fifteen of that related to the insurance industry. The reason I bring this up is that while I have the qualifications to be one of those ivory tower market researchers, I’ve spent enough time in the business world to understand that research is not an end of itself, but a tool to help you run your businesses more effectively. So my goal is to make this a practical discussion today, not some academic exercise. How many of your companies measure customer satisfaction? - since you all measure it, then I don’t have anything to say - just kidding. We all look at customer satisfaction, so what I want to talk about is improving the effectiveness of our satisfaction measurement systems. * * Good morning, Thanks for the opportunity to speak with you this morning. Thought I would take a little time to tell you about my background - I’ve spent a lot of time in school - BA, MA, MBA, PhD - with concentrations in Market Research, Research Design, Management, and Organizational Behavior. Also have over twenty years of market research experience, with about fifteen of that related to the insurance industry. The reason I bring this up is that while I have the qualifications to be one of those ivory tower market researchers, I’ve spent enough time in the business world to understand that research is not an end of itself, but a tool to help you run your businesses more effectively. So my goal is to make this a practical discussion today, not some academic exercise. How many of your companies measure customer satisfaction? - since you all measure it, then I don’t have anything to say - just kidding. We all look