Describes measures of customer satisfaction developed by one business within ICI, a major UK‐based chemical company. Asserts there is a lack of clear focus on customers particularly in bulk manufacturing and process industries. Discusses customer satisfaction measures: supplier audits, complaints data, customer survey. Concludes most management teams spend disproportionate time studying financial data and give too little attention to non‐financial performance measures, which dictate financial performance. Contends customer service measures must be used as a basis to develop and track the progress of well‐conceived plans to continuously improve all aspects of customer service.
Harrison, T. (1991), "Customer satisfaction measures", Managing Service Quality: An International Journal, Vol. 1 No. 3, pp. 153-157. https://doi.org/10.1108/EUM0000000003141
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