Accession Number : ADA288811

Title :   Measuring Customer Satisfaction.

Descriptive Note : Final rept. Jun-Aug 94,

Corporate Author : HUMAN SYSTEMS CENTER BROOKS AFB TX DIRECTORATE OF PLANNING REQUIREMENTS AND E NGINEERING

Personal Author(s) : Ancman, Eileen G.

PDF Url : ADA288811

Report Date : AUG 1994

Pagination or Media Count : 15

Abstract : The Human Systems Center's Study and Analysis Division (HSC/XRS) wants to develop a metric to measure our customers' satisfaction. The vehicle to be used to measure customer satisfaction should be easy to administer as well as easy to understand. It should be realistic and be used as a tool for continuous improvement of services. After surveying co-workers and customers and conducting a literature search, a questionnaire was developed to measure customer satisfaction.

Descriptors :   *MEASUREMENT, *TOTAL QUALITY MANAGEMENT, *JOB SATISFACTION, *METRIC SYSTEM, LITERATURE SURVEYS.

Subject Categories : Administration and Management
      Personnel Management and Labor Relations

Distribution Statement : APPROVED FOR PUBLIC RELEASE