CUSTOMER SATISFACTION

www.abs.gov.au
The Web site of the Australian Bureau of Statistics includes educational materials searchable by keyword.

www.csmassociation.org
The Customer Satisfaction Measurement Assn. is a membership organization that conducts benchmarking studies to identify practices that improve customer satisfaction and overall operations. The site lists 70 organizations as members, including Fortune 500 companies, educational institutions, and government agencies.

www.intelliseek.com
Have a compliment or complaint about a product or service? Want to read what other people think? This Web site allows consumers to leave feedback on good and bad experiences with companies in a variety of industries. Free of charge, users may enter comments or read other users' comments and rankings of individual companies. Free registration allows you to manage your letters and participate in rankings and, according to the Web site, increases your chances of receiving responses from companies.

www.socialresearchmethods.net
The Web Center for Social Research Methods was created by William M. K. Trochim, a professor in the Department of Policy Analysis and Management at Cornell University. The site provides resources and links to other Web sites related to applied social research and evaluation. Visitors will find a wide selection of articles in the Knowledge Base.

www.statpac.com/customer-satisfaction.htm
This site provides simple guidelines for designing customer satisfaction surveys and employee opinion surveys. Steps detailed include defining the goals of the research, writing the individual survey items, and testing the reliability of a survey. The site also provides free downloadable sample surveys.

www.sysurvey.com/default.asp
SySurvey is a survey research product of Syclick, an IT solutions provider based in London. Although primarily commercial in purpose, this site also offers research tips, white papers, and academic studies, all available through the White Papers link in the main menu.

www.theacsi.org
The American Customer Satisfaction Index (ACSI) tracks trends in customer satisfaction and provides benchmarking insights into the consumer economy for companies, industry trade associations, and government agencies. ACSI rates industries such as manufacturing, transportation, retail, and finance on scales of 0-100 based on telephone interviews with consumers. The results of these quarterly studies can be found on this Web site, organized by industry and specific companies. Management can visit the site to find the ACSI model, a tool designed from this research to help businesses gain competitive advantage.

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