Customer Loyalty and Satisfaction : Customer Satisfaction and Value


Open Access

One Good Idea: Mind Your Metrics

by Hartmann, Thomas

Add customer value to your overall equipment effectiveness formula....


Open Access

Perspectives: Survey Overload

by Purdy, Derek

Some years ago, I was presented the bill at a restaurant. In addition to the itemized list of charges, the little billfold contained a customer comment card. “Wow,” I thought, “what a great idea. This place is really on the ball.”...


Healthy Returns

by Kennedy, Denise; Caselli, Richard J.; Berry, Leonard L.

The future of any enterprise depends on the quality of its customer service. All organizations—even those manufacturing products—are service organizations because all create value for customers by performing services....


Open Access

Quality in the First Person: When Is a Cappucino Not a Cappucino?

by MacDonald, Diane

Understanding unspoken customer needs is a 10 on the Richter scale of customer satisfaction. How can we understand the unspoken needs of customers, when customers themselves are unaware?...


A Service Framework

by Tyagi, Rajesh; Piccotti, Jen

To help service quality professionals negotiate the unique challenges they encounter, the ASQ Service Quality Division envisaged the Service Quality Body of Knowledge as an umbrella framework....


Making Contact

by Metz, Brian

For an organization to be able to truly understand how well it’s meeting customer expectations, more concrete, measureable metrics must be used....


Open Access

Hearing Aids

by Brandt, D. Randall

Today, hundreds of organizations regularly conduct surveys and focus groups, solicit comments and complaints, scour social media and gather data from other sources....


Open Access

One Good Idea: Survey Fatigue

by Pecoraro, Joel

Who among us has not suffered the endless assault of satisfaction surveys? Society is surveyed out, but that doesn't mean the pursuit of meaningful customer feedback is a waste of time. It's just that the challenge is getting more difficult....


Statistics Roundtable: Going on Feel

by Snee, Ronald D.; Hoerl, Roger W.

Customers consider consistent quality to be one of the most important product and service attributes. Often, it’s the most important....


Eradicating Inconsistency

by Udell, Mark; Buffington, Mike

When most people imagine the Orkin man, they visualize a uniformed technician driving a white truck from house to house. What’s probably not as widely known is that the technicians stop at many places other than homes....


Taking the Wheel

by Goodman, John

Customer experience has become the mantra of senior management looking to enhance revenue and margins. In fact, more companies are trying to differentiate themselves not only on product quality but also on total customer experience....


Expert Answers: January 2011

by QP Staff

Implementing two systems simultaneously ... Cut-off date for ISO 9001:2000 ... Tips for a more effective survey....


Open Access

One Good Idea: TREAT Your Customers

by Sedlock, Ron

The missing piece to the quality puzzle is service quality. It is the catalyst needed to activate the quality ingredients that produce the results you want....


Discussion Warranted

by Kleyner, Andre

Warranties are important attributes of most business transactions. Their comprehensive impact on a company’s bottom line, however, is not always clearly understood—even by the people who deal with product quality and reliability on an everyday basis....


Open Access

Where to Start

by Hayes, Bob E.; Goodden, Randall; Atkinson, Ron; Murdock, Frank; Smith, Don

Companies are viewing the Toyota situation as a cautionary tale rife with lessons that can benefit all organizations. To help drive those lessons home, QP recruited five quality experts, each of whom broke down one aspect of the fallout....


Open Access

Power to the People

by Seibert, Jerry H.; Schiemann, William A.

The economic environment is so profoundly different from the beginning of this millennium, it begs the question of whether organizations’ primary relationships have changed, including those with customers and their employees....


3.4 per Million: Rediscovering True North

by Carnell, Mike

During my years at Motorola, I had the pleasure of viewing a video by the popular trainer Morris Massey. In the video, he introduced the concept of a “significant emotional event.”...


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