顾客满意度指数测评体系报告

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1、AnnArborBuenosAiresChristchurchFrankfurtKualaLampurLondonMadridMelbourneMilanParisPortoAlegreStockholmZurichNationalCustomerSatisfactionIndicesbyClaesFornellDonaldC.CookProfessorandDirector,NationalQualityResearchCenterUniversityofMichiganBusinessSchool天马行空官方博客：http://t.qq.com/tmxk_docin；QQ:131824

2、1189；QQ群：1755696321“Aneconomycannotbedescribedbyaddinguphowmanytonsofrebaritmakes,howmanypassengermilesofairtravelitlogs,howmuchwooditswoodchuckschuckperhour.Allthesethingscount(andwecountthem),butinthefinalanalysiswhatmattersishowwellaneconomysatisfiesitscustomers…”(ThomasStewart,Fortune,1995)TheMe

3、asuredEconomyIncludes…Pig-ironproductionCoalproductionRailroadoperatingincomeRailfreightEtc.…TheEconomyIsChangingHowWeMeasurePerformanceisAlsoChangingTheOldWorldTheNewWorldMassproductionandconsumptionofcommoditiesIncreasinglycustomizedgoods,servicesandinformationProductivityProductivityandCustome

4、rSatisfaction天马行空官方博客：http://t.qq.com/tmxk_docin；QQ:1318241189；QQ群：175569632ImplicationsforCompaniesCustomerAssetManagementisBuiltontheFollowingPrinciplesSatisfiedcustomersareaneconomicassetthatyieldsfuturecashflowsThesecashflowscanbecalculatedasdiscountedpresentvalueCoststogrowthecustomerassetbas

5、eareinvestmentsSkillfulmanagementofthecustomerassetisessentialforlong-termprofitabilityCustomerAssetValueinGlobalMarketsECSI(Europe)KCSI(Korea)MCSI(Malaysia)ACSI(Australia)ACSI(Argentina)BCSI(Brazil)MCSI(Mexico)CCSI(Canada)ACSIüGlobalCompetitionüTheRoleofIntangiblesMajorReasonsforaNationalIndexof

6、CustomerSatisfactionQualityofeconomicoutputisessentialtolivingstandardsCustomersatisfactionisaleadingindicatorofcompanyeconomicperformanceCustomersatisfactioncontributestoeconomicgrowthandjobcreationNecessarymeasureforCPI,productivity,andultimately,GDP天马行空官方博客：http://t.qq.com/tmxk_docin；QQ:13182411

7、89；QQ群：175569632SomeImportantEconomicIndicatorsandaNEWOne!NationalEconomy,SectorsandIndustries*$665B$582B$472B$392B$277B$106B$62B*Thesizeofeachofthesevensectorsisshownaboveasthepercentofthetotal1994gr