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A few basic resources in customer service and satisfaction are listed here. If you have references to add, please leave a comment.

CSMS:2005: Customer Service Management Standard. The development of the Standard was sponsored by the eCommerce Standards Board and is explained at http://www.ecsb.net/csms.htm. Link current August 2005.

Gregory H. Watson. How to Develop a Requirement for Strong Customer Service. Download from the eCommerce Standards Board site. Link current August 2005.

The American Customer Satisfaction Index (ACSI) tracks customer satisfaction trends in industries, based on phone surveys of customers and 0 to 100 scales. Studies are done quarterly and posted on http://www.theacsi.org. The ASCI model, based on the research, is a tool posted on the site to help businesses achieve a competitive advantage.

The Customer Satisfaction Measurement Association, http://www.csmassociation.org, is an association of member organizations that conducts benchmarking studies to identify practices that improve customer satisfaction and operations.

Bob E. Hayes. Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods. Second Edition. ASQ Quality Press. 1997. Available from ASQ. Link current August 2005.

Terry G. Vavra. Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs. ASQ Quality Press. 1997. Available from ASQ. Link current August 2005.

Terry G. Vavra. Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification. ASQ Quality Press. 2002. Available from ASQ. Posted August 2005.

This entry was posted on Thursday, May 11th, 2006 at 6:14 am and is filed under Customers, Resources. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.