顾客满意度指数测评的体系的报告.pptVIP

Ann Arbor Buenos Aires Christchurch Frankfurt Kuala Lampur London Madrid Melbourne Milan Paris Porto Alegre Stockholm Zurich National Customer Satisfaction Indices by Claes FornellDonald C. Cook Professor andDirector, National Quality Research CenterUniversity of Michigan Business School * “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 income Rail freight Etc. … The Economy Is Changing How We Measure Performance isAlso Changing The Old World The New World Mass production and consumption of commodities Increasingly customized goods, services and information Productivity ProductivityandCustomerSatisfaction Implications for Companies Customer Asset Management isBuilt on the Following Principles Satisfied customers are an economic asset that yields future cash flows These cash flows can be calculated as discounted present value Costs to grow the customer asset baseare investments Skillful management of the customer asset is essential for long-term profitability Customer Asset Value in Global Markets ECSI (Europe) KCSI (Korea) MCSI (Malaysia) ACSI (Australia) ACSI (Argentina) BCSI (Brazil) MCSI (Mexico) CCSI (Canada) ACSI ü Global Competition ü The Role of Intangibles Major Reasons for a National Index of Customer Satisfaction Quality of economic output is essential toliving standards Customer satisfaction is a leading indicator of company 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! National Economy, Sectors and Indus