Benchmarking Satisfaction

Mentzer, John T.; Bienstock, Carol C.; Kahn, Kenneth B.
June 1995
Marketing Management;Summer95, Vol. 4 Issue 1, p40
Market leaders in all industries know that customer satisfaction measurement and management cannot be a haphazard process. Customers and staff must work together on a continuous program that roots out problem areas and ties compensation to results. The program must permeate the company culture, from the mission statement to the budget, and from top management to the sales staff. Following an eight-step approach will help boost your company into a leadership position. INSETS: About the Study.;Best Vs. Worst Practice..


Related Articles

  • Setting the (sales) stage is as important as the play. Keener, Robert // Marketing News;5/23/1988, Vol. 22 Issue 11, p9 

    The article focuses on the benefits of creating the right expectations for business. It cites the disadvantages of setting unattainable expectations. It mentions the factors that can affect the makeup of customers' expectations including advertising, media coverage and self-promotion. The...

  • Perceived Service Quality, Customer Satisfaction, and Intentions. Spreng, Richard; Shi, Linda; Page, Thomas // Advances in Consumer Research;2005, Vol. 32 Issue 1, p358 

    This article presents an abstract of the study Perceived Service Quality, Customer Satisfaction, and Intentions, by Richard Spreng, Linda Shi and Thomas Page.

  • Exceeding Customer Expectations. Treas, Mike // Air Conditioning Heating & Refrigeration News;3/17/2008, Vol. 233 Issue 12, p16 

    The article offers tips on exceeding customers' expectations. The author relates that customers need services. In order to exceed customers' expectations, the author suggests to be friendly and helpful. Perform the job with empathy and show them how much they are valued. When customers call,...

  • Survey: Consumers Find Reloadable Prepaid Cards Useful.  // ISO & Agent Weekly;8/9/2007, Vol. 3 Issue 26, p1 

    The article reports on the survey concerning consumers who have used reloadable prepaid cards in the U.S. According to the survey results released by the Network Branded Prepaid Card Association, nearly 90% of consumers who have used reloadable prepaid cards had a positive experience and found...

  • Character witnesses.  // Accounting Today;7/25/2005, Vol. 19 Issue 13, p1 

    Presents tips on gaining information about a company from a customer. Use of a customer satisfaction form to get comments from a customer.

  • Survey Says. FREED, STACEY // Remodeling;Jul2012, Vol. 28 Issue 7, p44 

    The article focuses on a customer satisfaction survey. Customer satisfaction surveys are the best way to know what clients want. "Surveys are a great way to measure quality and commitment to service. Happy customers are more likely to respond to surveys, as are those who have had larger projects...

  • MODELO DE SATISFACCIÓN DE LOS ESTUDIANTES POR MEDIO DE ECUACIONES ESTRUCTURALES. Fernanda Castrillón Barbosa, María; Lucia Corrales Bossio, Martha // Global Conference on Business & Finance Proceedings;2014, Vol. 9 Issue 1, p734 

    Customer satisfaction is an important service for the management of the various institutions and companies in general variable, however, is commonly measured with methods that do not consider first that, from a statistical point of view, is a variable subject to measurement errors , and second,...

  • GATEWAY RANKED NUMBER ONE IN NOTEBOOK SATISFACTION.  // PC Business Products;Apr2007, Vol. 19 Issue 4, p1 

    The article reports that Irvine, California-based Gateway Inc. has earned the number one designation in the Corporate Information Technology Buying Behavior and Customer Satisfaction Study for Notebooks conducted by Technology Business Research (TBR). The company also earned the leading rank in...

  • FEEDBACK. Nixon, Jeffrey; Emmons, Michael T.; Jerou, Tom; Bhide, Rajeev; Medina, Larry; Hren, Richard; Bussell, Rick // CRM Magazine;Dec2003, Vol. 7 Issue 12, p8 

    Presents letters to the editor referencing articles and topics discussed in previous issues. "Customer Loyalty? Get Over It. Customer Satisfaction. Way to Go," which focused on customer-supplier relationship; "Outsourcing for Strategic Value, Not to Cut Costs," which discussed the use of...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics