sealPurdue News

October 29, 1993

Purdue conference aims at measuring customer satisfaction

NOTE: Media are invited to cover the conference. Some participants will be available for interviews during the day. Contact Victor B. Herr, Purdue News Service, 765-494-2077 to schedule interviews.

WEST LAFAYETTE, IND. -- An executive summit to be held Nov. 12 at Purdue University will bring together some of the country's top experts in customer satisfaction measurement, including well-known consumer advocate and television host David Horowitz.

The conference, "Customer Relationship Management Through Satisfaction Measurement and Tracking," is sponsored by the Purdue Center for Customer Driven Quality. It is co-sponsored by the American Electronics Association Midwest Council and Walker: CSM.

Jon Anton, professor in the School of Consumer Sciences and Retailing and executive director of Purdue's Center for Customer Driven Quality, says customer service satisfaction measurement is a rapidly growing new frontier in corporate America.

"Companies are focusing more on customer satisfaction, but they have no idea how to measure it," Anton says. "In a recent study of Fortune 500 companies, 87 percent of those surveyed listed total customer satisfaction in their corporate mission statements. Stockholders are saying, 'Hey that's great, but how are you measuring that satisfaction?' Less than 20 percent had a systematic method in place.

"This conference is about teaching industry leaders how to collect tangible measurements that accurately reflect the attitudes and concerns of their customers."

The one-day symposium will teach industry and manufacturing professionals how to manage and measure relationships with their customers. An interactive format will allow participants to listen to and work with fellow industry leaders and consultants. Special sessions will concentrate on the areas of software, hardware and distribution and how they relate to quality and satisfaction.

In addition to experts from Purdue, representatives from companies such as AT&T-NCR, Marley Pump, IBM, Tellabs Inc., Response Technologies Inc., Boehringer Mannheim Corp., AVNET Corp., Sun Microsystems Inc. and Norand Corp. will be on hand.

Enrollment for the conference is limited. To register, contact Barbara Meyer, Purdue University, 1-800-359-2968.

Writer: Victor B. Herr, 765-494-2077
Source: Jon Anton, 765-494-8314
Purdue News Service: (765) 494-2096; e-mail,

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