Measuring Customer Satisfaction at ImageStream
Statement of the Problem, Research Question and Purpose
ImageStream net income Solutions, Inc. is a privately held company in its 9th year of operation. ImageStream engineers, manufactures, and distributes Linux-based routing products for net and Internet applications. ImageStream products are used by Internet profit providers (ISPs), governments, schools, and businesses in more than 75 countries around the world. As ImageStream moves toward its nigh decade, market forces require it, like just about high applied science companies, to be fast and responsive. The company locutions constant change in demands and needs along with the pressures of mission creep in the face of limited resources. It is against this backdrop that ImageStream started its ISO 9000:2000 certification process. This process requires not barely the implementation of superior processes, but measurement of their efficacy as well.
ImageStream conducts make manager meetings twice monthly, and a company-wide review on a semi-annual basis. During these managerial and company reviews, the senior executives identify key metrics driving the success of the companys mission, including those metrics that would benefit most from significant improvement. This proposal outlines the use of a node enjoyment survey and seeks to answer the management question: What is the current customer satisfaction with the level and type of customer run provided by ImageStream?
The study will explore the conceptual framework of service quality, the positive and negative impacts of service quality on ImageStream, and the movement of favorable and unfavorable customer intentions on perceived quality using survey look. Armed with the statistical analyses outlined below, the trading operations management team will identify current trends in customer satisfaction in a proactive get down to resolve to any issues.
Background and Literature Review
The study and development of customer service techniques and customer retention management programs has blossomed into its own industry. This increasing...
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