Benchmarking - American Gas Association

Customer Satisfaction Management

The American Gas Association (AGA) will sponsor a benchmarking study in the area of Customer Satisfaction Management.

The study will review the Customer Satisfaction Management process including research into:

Objectives for the Customer Satisfaction Management process;

Surveying Techniques commonly used (e.g., telephone, face-to-face, internal vs. external);

Survey characteristics (e.g., frequency, segmentation/targeting, rating scales, geography);

Mechanization of the Customer Satisfaction Management process (e.g., software, hardware, optical scanning technologies);

Effectively using Database information to segment customer populations for Customer Satisfaction Management effectiveness;

Linkage of customer satisfaction data to internal performance appraisal/improvement processes;

Effectively evaluating satisfaction of competitors' customers;

Using customer satisfaction data to predict future performance (earnings and market share); and

Using survey results to drive change within the organization.

AGA Study Highlights:

A kickoff meeting with participants was held on February 25, 1998. There's still time to join!

Participants will complete a survey and will be interviewed by phone.

Participants will be invited to three to five site visits to best practices companies, and to a final report readout/discussion session.

All Benchmarking data will be maintained confidential. No specific data will ever be linked to a participant in the study.

Each participant will pay $3,000 to participate in the study.

To get more information about this study, please click the appropriate box on this form: information form.

To contact us call 281-440-5044 or e-mail at benchmar@flash.net or use e-mail form

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