MORE ABOUT THE BOOK

The evolution of customer satisfaction

Zero defects and the quality movement
Dissatisfaction vs. satisfaction — why counting complaints only gives you half the story
Customer satisfaction surveys
Proactive customer satisfaction — using the voice of the customer to drive product/service design

Customer service vs. customer satisfaction:

Why governments struggle with customer satisfaction — the 3 myths

Myth 1: We Don’t Make Widgets

The “we don’t make widgets” problem — therefore what we do can’t be measured.
The system of work: seeing the factories inside your agency
The system of work model — processes that produce products for customers to achieve results
Defining the core “widgets” of your agency

Myth 2: We Don’t Have Customers

Who is the customer? The trick that ends the debate (the customers and their roles are defined by the specific product being discussed)
The roles customers can play — end users, brokers, and fixers
Balancing competing interests among customers
Understanding power relationships among customers and how to change them
The proper role for citizens, elected officials, funding sources
One size rarely fits all — segmenting customers into relevant groups
The drivers of customer satisfaction — outcomes, attributes and features
The focus group method that uncovers these drivers
Objectively measuring customer satisfaction — turning the voice of the customer into objective measures that can be used proactively for product design and real-time evaluation of customer satisfaction.
Using customer measures to create a truly balanced scorecard
Improvement vs. innovation
The innovation tool — using customer desired outcomes to develop innovative new products and services

Myth 3: We’re Not Here to Make a Profit