Take Action On Customer Satisfaction.

Abstract

The mean importance and satisfaction ratings of the 10 attributes shown in Table 1 reveal the customers' satisfaction levels are fairly similar, but some attributes are significantly more important than others. Satisfaction-only: When reviewing the satisfaction ratings, it's obvious customers are the least satisfied with the variety of check designs offered by their check printers and the most satisfied with the ease with which they can place initial orders. Table 2 reveals the order in which attributes should be addressed when using only the satisfaction ratings to prioritize actions for improvement. Using this method, management clearly should increase the variety of designs offered to consumers.