Terry Vavra’s Blog

3 Responses to “Using Industry Norms to Interpret Satisfaction Survey Results”

1. 

   business review
   

   16. May, 2011

   So it is hard to imagine that the impact on newer companies and those with questionable reputations was anything but harsh. ..When the dust settles and we begin to assess the impact of this recession on remodeling firms a good analogy is likely to be that of a fire in an old-growth forest only the strongest will have survived while much of the underbrush less established firms and those with poor reputations were swept away. Now with the results of Qualified Remodeler magazines sixth annual Remodeling Customer Satisfaction Survey we are beginning to see those effects…By asking remodeling customers about their experiences post-remodel over the past six years weve been able to develop a time series of data that demonstrates three conclusions.
2. 

   hemp
   

   21. Jul, 2011

   We recently had the opportunity to report customer satisfaction scores in a unique format that assimilates the advantages of various methods and provides the manager with a clearer picture of where to take action. Further we also discuss a type of reporting that is becoming increasingly common especially in the health care arena i.e. the issue of comparing the performance of various facilities or centers that belong to a single network or organization. ….Current reporting formats ….First consider the prevailing methods for reporting attribute satisfaction scores…..Mean scores….Top two box scores….Top box scores ….Top two box and bottom two box scores…. Whether it is the top two box or top three box score that is reported is irrelevant because the principle remains the same. ….The advantage of reporting the mean is that it is a summary score that takes into account the frequency of answers for each scale point.
3. 

   business review
   

   11. Dec, 2011

   Should companies worry about verbal terrorists? Perhaps so. A recent study indicates that customer satisfaction scores could be less important to a firm