顾客满意度指数测评体系报告.pptxVIP

Ann ArborBuenos AiresChristchurchFrankfurtKuala LampurLondonMadridMelbourneMilanParisPorto AlegreStockholmZurichNational Customer Satisfaction Indicesby 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, Fortun