Measurement Systems Analysis Technique resources

The customer satisfaction measurement system must connect to the internal measures of a company and to external customer evaluations. To provide evidence, surveys can be performed to make possible a gap analysis (the gap is the difference between what the customer should experience and what the customer actually experiences). The data of actual-to-expected performance allow the application of advanced statistic techniques such as regression analysis to determine empirically the relative impact and/or importance of attributes and processes to customer satisfaction (the power of this technique and an example of its application are illustrated in Anton [1996]). To improve customer satisfaction, identifying the specific attributes and processing the most predictive of customer satisfaction decisions alxtut investment of resources will yield the greatest benefit. 

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