... date” a 5% decrease.
1998
Customer
Satisfaction
Report
U.S. Patent and Trademark Office
1998
Customer
Satisfaction
Report
U.S. Department of Commerce
Patent and Trademark Office
Issued April 1999
1
Providing ... Organizations (IDO) conducted a
series ofcustomer surveys to assess
customer satisfaction, identify areas of
customer service in need of improve-
ment, validate or refine customer
service goals, and identify ... quality services to our customers continues to be one of the top
priorities of the Patent and Trademark Office. Having myself been a customerof the
Patent and Trademark Office for over 20 years,...
... disciplines.
4.1 Frameworks for evaluating customersatisfaction with products
4.1.1 Kano Model ofCustomerSatisfaction
The Kano et al. (1996) model ofcustomersatisfaction classifies product attributes ... of adjustments of the existing techniques may be need.
5.1 Usefulness of frameworks for PSS
5.1.1 Marketing model for creating customersatisfaction
The basic model for creating customer satisfaction, ... competitiveness and profits, methods for measuring customersatisfaction
(Thomson 1995), and approaches that can help transfer customersatisfaction data into
strategies for improvement ofcustomer relations...
... the customer about the satisfaction
level in terms familiar to the customer, but report a level ofsatisfaction in terms of each
core data product.
State Evaluation Team:
The models for customer ...
1
Final Reportof the
Customer Satisfaction Work Group
of the
Workforce Information Council
Section I – Executive Summary
The CustomerSatisfaction Work Group (Work Group) of the Workforce ... satisfy existing
customers, there are tens of thousands of potential customers who are in need of
information products but do not know they exist. As noted earlier, customersatisfaction
is...
... measuring customersatisfaction in different areas of the
department including printing, fleet, purchasing and maintenance. ICN has several
ongoing customersatisfaction surveys measuring overall satisfaction ...
vehicles and customer dissatisfaction.
Proposed DAS (Department of Administrative Services)
Customer Satisfaction Survey
-14-
Purpose of This Survey
This customer survey examines how ... that customers were significantly satisfied overall with IDRF
customer service and quality of services. Customers were fairly satisfied overall with
IDOP and ICN customer service and quality of...
... share ofcustomer purchases.
One of the significant challenges of measuring customersatisfaction in a project-based B2B
context relates to measuring the satisfactionof the entire customer ...
performance.
Indirect measures ofcustomersatisfaction provide simple ways of assessing the state ofcustomer
satisfaction. They do not consume very much of the suppliers resources, but it ... measuring customersatisfaction by interviews. Additionally,
we briefly discuss the use of indirect measures ofcustomer satisfaction, such are repurchase
intentions, customer retention and profit....
... use this information to improve customer satisfaction?
A well designed customersatisfaction approach can eliminate much of the guesswork
regarding how customersatisfaction directly affects ... the interplay of
attributes on one another in driving or influencing the satisfactionof customers.
An Overview of
Customer Satisfaction and ... move customers beyond customersatisfaction to loyalty?
There is a complex relationship between satisfaction and loyalty. Satisfaction is the first
tier in the relationship between a customer...
... each construct.
Customer Satisfaction
Customer satisfaction was measured using a nine-item index. The overall mean of perceived
satisfaction was 4.02. Individually, each of the nine items ... Strategies for Total Market Satisfaction. Irwin
Professional, U.K
Rust, R. and Zahorik, A. (1993). Customer Satisfaction, Customer Retention and Market Share.
Journal of Retailing, 69(2), pp. ... costs of
introducing and attracting a new customer, increases in both the value and number of
purchases, the customer& apos;s better understanding of the organisation, and positive word -of-
mouth...
... preliminary report can be generated within
a day of the final collection of data.
22
Customer
Satisfaction
Made Easy
Customer
Satisfaction
Made Easy
A plan for actively listening
to customers of ... research has uncovered. Give the report to the Evaluation
Team for action!
Documenting Demand
In addition to finding out the level ofcustomer satisfaction, the
Customer Satisfaction Work Group recommends ... downloaded
2. Customer lists (counting customers)
By document
By customer group
3. Other Formal Satisfaction Feedback
Special Surveys
Focus Groups
Directed Interviews
32
Selection of Customers:
If...