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Book Reports
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Critical Performance Attributes: What to Measure
Next, you need to identify what you need to measure. Referred to as "Performance Attributes" it refers to the key elements that shape satisfaction.
According to the AMA Handbook for Customer Satisfaction, the following performance attributes are appropriate for most companies to measure:
Attributes related to the product
- Value-price relationship
- Product quality
- Product benefits
- Product features
- Product design
- Product reliability and consistency
- Range of products or services offered by your company
Attributes related to service
- Guarantee or warranty
- Delivery
- Complaint handling
- Resolution of problems
Attributes related to purchase (or transactions)
- Courtesy
- Communication
- Ease or convenience of acquisition (either buying the product or using theservice)
- Company reputation
- Company competence
Satisfaction alone is not a predictor of future purchases...
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Critical Performance Attributes: What to Measure
Next, you need to identify what you need to measure. Referred to as "Performance Attributes" it refers to the key elements that shape satisfaction.
According to the AMA Handbook for Customer Satisfaction, the following performance attributes are appropriate for most companies to measure:
Attributes related to the product
- Value-price relationship
- Product quality
- Product benefits
- Product features
- Product design
- Product reliability and consistency
- Range of products or services offered by your company
Attributes related to service
- Guarantee or warranty
- Delivery
- Complaint handling
- Resolution of problems
Attributes related to purchase (or transactions)
- Courtesy
- Communication
- Ease or convenience of acquisition (either buying the product or using theservice)
- Company reputation
- Company competence
Satisfaction alone is not a predictor of future purchases...
Essay fragment
General points of the essay
Customer Satisfaction Survey
The Last Full Measure
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