The relationship between post incident customer satisfaction and the organization's profitability will be investigated. Organizations in the call center industry who asked to participate in surveys conducted by the Center for Customer Driven Quality at Purdue University will be randomly selected and invited to answer a survey related to the customer satisfaction practices used in that organization. Analysis of the results will be used to identify industry best practices, and the relationship between use of best practices and profitability. Organizations using voice of the customer information are expected to have more positive financial results. Additional descriptive information on the industry will be obtained from the Center for Customer Driven Quality, the Help Desk Institute, and public sources.Eccles, R. G. (1991). The performance measurement manifesto. Harvard Business Review. 91103. Echo. (2006). The ultimate service improvement solution. Author. Egain Communications. (2003). Doing more with less in customer service.
|Title||:||Voice of the Customer: Listening Through the Call Center|
|Author||:||William A. Davis|
|Publisher||:||ProQuest - 2007|