RESOURCES
The following is a sample of some articles and reports by our staff. All of these resources are available for your use as you consider a survey or are interested in learning more about the research behind the surveys.
Note: You will need Adobe Acrobat to read these articles.
Measuring
Customer Satisfaction
What you learn by measuring customer satisfaction can lead to greater
profitability. Contact us if your
organization is interested in learning more about measuring customer
satisfaction.
Customer
Satisfaction Technology Survey - Summary Report
Customer satisfaction is a performance metric, which most managers consider
important, but which few companies really measure well. To explore how the
life insurance industry is addressing the issue of measuring customer
satisfaction, LOMA conducted a survey of its member companies.
"Investing
in Customer Satisfaction Improvements"
If greater customer satisfaction results in more revenue and profit,
then it makes sense to invest in improving satisfaction levels. LOMA has
the tools available to help your company quantify customer satisfaction and
loyalty.
"Using
Systems of Practices To Gain Top Performance"
LOMA explores the influence of configurations of practices on multiple aspects
of a company's performance in its ongoing Cultures for Excellence
research. Finding the delicate balance between the best approach to
incorporate and the desired outcome is key.
"The
FOCUS® of Business is Customer Satisfaction"
Find out "what keeps our customers happy" and the world will beat a
path to your company's door. LOMA's Report of FOCUS® Customer Service
Results (1992-1998) is an unparalleled industry benchmark to help unravel the
customer satisfaction issue.
"Corporate
Culture Does Make a Difference For a Competitive Advantage"
LOMA research shows that companies with a high Culture for Excellence
consistently outperformed companies with a weak Culture for Excellence.
"Cultures
for Excellence"
Key findings from the first phase of LOMA's Cultures for Excellence Consortium,
the industry's benchmark of employee opinion information, have just been
released. Here, we share some highlights.
"Employee Involvement Equals Competitive
Advantage"
Employee involvement has been identified as a source of competitive
advantage. But how do you measure something like employee
involvement? And how do you know that it is truly linked to organizational
effectiveness? These questions have been the focus of a five-year research
project conducted by LOMA. The results of this research will shape the
future of LOMA's Employee Opinion Surveys. That's why they're highlighted
here in Quality Product of the Month. (Contact
us for a copy of this article.)
"Believing
What Can't Be Seen: Protective Life's Vision of Quality Service"
Some companies talk values. Others talk quality. Some even talk
both. But Protective Life Insurance Company, Birmingham, AL, is doing more
than talking. Read on in November's "Quality Product of the
Month" to learn how this company is measuring the quality processes that
support their values, mission, and their culture.