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June 8, 2008, CLEVELAND — Direct Opinions is pleased to announce a new
customer satisfaction measurement tool C-SAT (Company Service Aptitude
Test) available through the DiJulius Group at
www.thedijuliusgroup.com/SAT. Direct Opinions assisted author John
DiJulius in developing the test for his new book, What’s The Secret?
(Wiley; May 2008; $27.95; Hardcover).
The new book presents an in-depth, inside look at the world-class
customer service strategies employed by the world’s most customer-
friendly companies and highlights the biggest obstacles that prevent
organizations from delivering quality customer care. The book also
introduces the new C-SAT assessment tool that can measure an entire
organization's customer service as a whole or each individual department.
The C-SAT not only pinpoints the Service Aptitude Level of your
organization, but even more importantly, it lets management know where
the strengths and opportunities are in order to get to the next level.
Direct Opinions, a leading provider of custom business market research /
market survey solutions, was instrumental in the development of the
survey questions and measurement scale.
“This was a truly innovative and exciting project,” stated Darlene
Campagna, President of Direct Opinions. “It drew on our 25 years of
experience creating customer satisfaction surveys and initiatives. This
is an exceptional survey instrument for measuring customer service in an
organization.”
There has been much anticipation for the release of What’s The Secret?,
that occurred May 1, 2008, with over 11,000 pre-sales before the book
ever hit the bookstores. To date the book has received accolades from
industry leaders such as Tom Peters, John Maguire, Chief Operating
Officer, Panera Bread, Nance Hastings, VP, Estee Lauder and John Rolfs,
The Ritz-Carlton.
Plastics News International Magazine - November 2008
Cover Story Focus on productivity: Wittmann central machine handling system.
Major Focus
Testing and measuring equipment.
Polyurethanes.
Packaging.
Articles
Ausplas review - now and in the future.
Double shot machine for packaging applications.
Efficient in-line pipe-in-pipe production and cable insertion.
High performance polymer as a substitute for metal.
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