顾客满意度指数测评体系报告 PPT课件.ppt

顾客满意度指数测评体系报告_PPT课件Ann Arbor
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National Customer Satisfaction Indices
by Claes FornellDonald C. Cook Professor andDirector, National Quality Research CenterUniversity of Michigan Business School
1
“An economy cannot be described by adding up how many tons of rebar it makes, how many passenger miles of air travel it logs, how much wood its woodchucks chuck per hour. All these things count (and we count them), but in the final analysis what matters is how well an economy satisfies its customers …”
(Thomas Stewart, Fortune, 1995)
The Measured Economy Includes …
Pig-iron production
Coal production
Railroad operating e
Rail freight
Etc. …
The Economy Is Changing
How We Measure Performance isAlso Changing
The Old World
The New World
Mass production and consumption modities
Increasingly customized goods, services and information
Productivity
ProductivityandCustomerSatisfaction
Implications panies
Major Reasons for a National Index of Customer Satisfaction
Quality of economic output is essential toliving standards
Customer satisfaction is a leading indicator pany economic performance
Customer satisfaction contributes to economic growth and job creation
Necessary measure for CPI, productivity, and ultimately, GDP
Some Important Economic Indicators and a NEW One!