[Home Page] [Previous Page]
[Old Roundtable Archives] [New Roundtable]
Posted by Ian Straus on January 24, 2000 at 14:17:23:
I've become aware of the American Customer Satisfaction Index, created by the U. of Michigan business school.
Recently they included various agencies of the U.S. govt. in one of their surveys; and what they show on the Web indicates they see some basis for comparison across industries including government.
I work for VIA Metropolitan transit, and my thought is: If you can make a valid comparison between customer sat at the IRS and the auto industry, why can't you do it for the bus company?
Does anyone here have experience trying to apply that index to their own company?
How did it work out?
Any cautions before I go farther?
Are there any peculiarities in the government survey(s) which wouldn't be reflected in the U. of Michigan basic document, "American customer Satisfaction Index methodology"?
Subject: