Delivering Customer Value through Six Sigma

Why You Can't Get No Customer Satisfaction

Reg Goeke
Contributor: Reg Goeke
Posted: 02/07/2011

If you only ask your fan club what they think of you, then ratings will be fantastic. In this article, columnist Reg Goeke, looks at the perils of measuring customer satisfaction and why the data sometimes isn't telling you what you think it's telling you.

I’ve just returned from a business process improvement conference attended by approximately 1500 health care professionals. These professionals represented all levels of the health care value chain – from manufacturers to distributors to individual practitioners to retailers.

Reg Goeke
Contributor: Reg Goeke
Posted: 02/07/2011