顾客满意度指数测评体系报告(英文版)课件

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,顾客满意度指数测评体系报告,(,英文版,),顾客满意度指数测评体系报告(英文版),“,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),“An economy cannot be describe,The Measured Economy Includes,Pig-iron production,Coal production,Railroad operating income,Rail freight,Etc.,The Measured Economy Includes,The Economy Is Changing,The Economy Is Changing,How We Measure Performance isAlso Changing,The Old World,The New World,Mass production and consumption of commodities,Increasingly customized goods,services and information,Productivity,ProductivityandCustomerSatisfaction,How We Measure Performance is,Implications for Companies,Implications for Companies,Customer Asset Management isBuilt 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 baseare investments,Skillful management of the customer asset is essential for long-term profitability,Customer Asset Management isB,Customer Asset Value in Global Markets,ECSI,(Europe),KCSI,(Korea),MCSI,(Malaysia),ACSI,(Australia),ACSI,(Argentina),BCSI,(Brazil),MCSI,(Mexico),CCSI,(Canada),ACSI,Global Competition,The Role of Intangibles,Customer Asset Value in Globa,Major Reasons for a National Index of Customer Satisfaction,Quality of economic output is essential toliving standards,Customer satisfaction is a leading indicator of company economic performance,Customer satisfaction contributes to economic growth and job creation,Necessary measure for CPI,productivity,and ultimately,GDP,Major Reasons for a National I,Some Important Economic Indicators and a NEW One!,Some Important Economic Indica,National Economy,Sectors and Industries*,$665,B,$582,B,$472,B,$392,B,$277,B,$106,B,$62,B,*,The size of each of the seven sectors is shown above as the percent of the total 1994 gross domestic product.Sales figures reflect the total sales for the selected U.S.firms.The total sales of the selected firms are 51%of the GDP for these seven sectors and 38%of the national GDP.,Manufacturing,Nondurables(SIC 2)8.2%,Manufacturing,Durables(SIC 3)9.4%,Transportation/Communications/Utilities(SIC 4)8.8%,Retail(SIC 5),9.3%,Finance/Insurance(SIC 6),6.8%,Services(SICs 7,8),19.6%,PublicAdministration/Government(SIC 9),12.6%,Apparel/athletic shoes,Apparel/sportswear,Beverages/beer,Beverages/softdrinks,Food processing meat dairy canned goods cereal baked goods confectionary,Gasoline,Personal care and cleaning products,Publishing/newspapers,Tobacco/cigarettes,Automobiles,vans and light trucks,Consumer electronics/TV and VCR,Household appliances,Personal computers,Airlines,Broadcasting/TV,Parcel delivery&express mail,Telecommunications/local phone,Telecommunications/long distance phone,U.S.Postal Service,Utilities/electric service,Department and discount stores,Restaurants/fast food,pizza,and carryout,Supermarkets,Commercial banks,Life insurance,Insurance/personal,property,homeowners and automobile,Hospitals,Hotels and motels,Motion pictures,Solid waste/central city(metro),Solid waste/suburban(metro),Internal Revenue Service,Police/central city(metro),Police/suburban(metro),National Economy,Sectors and,Coverage,Seven sectors,Forty industries,Two Hundred+companies and agencies,$2.7 trillion sales(U.S.companies),CoverageSeven sectors,The Respondents,Approximately one million sampled randomly,Screened:Recent experience as a customer of the selected companies,Approximately 250,000 completed interviews,The RespondentsApproximately o,Customer,Expectations,ACSI Model,Perceived,Service Quality,Satisfaction,Comparison w/Ideal,Confirm/Disconfirm,Expectations,Perceived,Overall Quality,Perceived,Value,Customer,Complaints,Customer,Loyalty,Repurchase Likelihood,Price Tolerance,(Reservation Price),Overall,Customization,Reliability,Overall,Customization,Reliability,Price Given Quality,Quality Given Price,Perceived,Product Quality,Reliability,Customization,Overall,Reliability,Customization,Overall,Complaint Behavior,Customer,Satisfaction,(ACSI),Customer ACSI ModelPerceivedSa,ACSI Companies Included,ACSI Companies Included,Changes in National ACSI,Changes in National ACSI,Customer Satisfaction and Economic Performance:The Evidence to Date,ROI or ROAPositive and significant relationship(U.S.and Swedish data),Ricardian RentsPositive and significant relationship(Tobins Q)(U.S.data),Market ValueOne point ACSI=$647 Million,Market To BookPositive and significant relationship(U.S.data),Risk MeasuresNegative and significant relationship(with loyalty variable not ACSI),Stock Price ReturnsHigh ACSI and SCSB firms out perform the market(U.S.and Swedish portfolios),Stock Market ReactionStatistically significant reaction fol