文档介绍：National Customer Satisfaction Indices
Ann Arbor
Buenos Aires
Christchurch
Frankfurt
Kuala Lampur
London
Madrid
Melbourne
Milan
Paris
Porto Alegre
Stockholm
Zurich
National Customer Satisfaction Indices
by Claes Fornell Donald C3>. Cook Professor and Director, National Quality Research Center University 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 e
Rail freight
Etc. …
The Economy Is Changing
How We Measure Performance is
Also Changing
The Old World
The New World
Mass production and consumption modities
Increasingly customized goods, services and information
Productivity
Productivity and Customer Satisfaction
Implications panies
Customer Asset Management is
Built 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 base are 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 petition
ü The Role of Intangibles
Major Reasons for a National Index
of Customer Satisfaction
Quality of economic output is essential to living standards
Customer satisfaction is a leading indicator pany economic performance
Customer satisfaction contributes to economic growth and job creation
Necessary measure for CPI, productivity, and ultimately, GDP
Some Important Economic Indica