Seven keys to improving customer satisfaction programs

Michael S. Garver, Gary B. Gagnon

Research output: Contribution to journalArticlepeer-review

16 Scopus citations


Quality award-winning firms employ seven key activities and behaviors that dramatically improve the use of customer value and satisfaction (CVS) data. Although CVS as a management process cannot be reduced to just these seven keys, the goal here is to help firms focus on the most important applications and elements of CVS programs. A research study was implemented to examine these leading-edge firms and find out how they apply their best practices, which involve culture, support, listening, training, performance measures, improvement, and evaluation.

Original languageEnglish
Pages (from-to)35-42
Number of pages8
JournalBusiness Horizons
Issue number5
StatePublished - 2002


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