China Customer Satisfaction Index Guide

Author: Quality Management Department, General Administration of Quality Supervision, Inspection and Quarantine, China Enterprise Research Center, Tsinghua University
Publisher:
Publish Date: 2003-06-01
Features: This book summarizes the long-term achievements in the theoretical research and practice of China Customer Satisfaction Index (CSI) theory, elaborates in detail the significance and role of the China CSI survey and statistics, the structure of the CSI evaluation model, the scope of evaluation, and the methods of calculation and analysis. It also provides guidance for enterprises to practically improve customer satisfaction.