Jeff Israel's Biography

Jeff Israel is the founding Principal of SatisFaction Strategies, a consulting firm specializing in satisfaction measurement and customer-focused change. He has twenty-five years of experience in service quality research. Current and recent clients include:

• Sterling Savings Bank
• Portland General Electric
• ARTEX Aircraft Supplies
• E*TRADE Financial
• Renaissance Credit Services (HFC)
• Great Western Chemical
• Intel
• Providence EAP

Israel also is a trainer for classes offered by the American Society for Quality (ASQ) and ASQ's Customer-Supplier Division. He is a Senior member of ASQ.

Prior to founding SatisFaction Strategies, Mr. Israel spent ten years as a market research supplier. In that time he was Vice President at Market Trends, a free-lance consultant, and Field Coordinator with Gilmore Research.

Mr. Israel is Vice Chair-Marketing for the Customer Supplier Division of the American Society for Quality. He has served as CSD Chairman, Chair-Elect, Treasurer, Secretary and Vice Chair - Membership.. Israel was a significant contributor to the Quality Management Division's Certified Quality Manager Handbook. He is also a member of the American Marketing Association.

Education Summary

M.B.A.:	Washington State University, 1981. M.B.A. program emphasis in Marketing Research and Quantitative Methods. Course work in research design & methods, organization development, statistics, and modeling techniques.
B.A.:	Washington State University, 1979. Business Administration, Marketing emphasis.

Technical Papers and Conference Presentations
(ASQ Customer Supplier Division):

• "Enhance Your Quality System With Customer Satisfaction Measurement"
• "Building Trust In Key Customer - Supplier Relationships"
• "Barrier Surveys Facilitate Improvement Breakthrough and Customer Focus"
• "Steps To Create A Successful Customer Satisfaction Measurement System"
• "Satisfaction Measurements: Face-To-Face With Core Customers"

Workshops & Customized Training

• "Customer-Driven Total Quality"
• "Who Is The Customer, Anyway?"
• "Customer Needs Identification"
• "Using Satisfaction Measurement For Customer Driven Improvements"
• "Using Customer Surveys to Improve Service and Satisfaction"

Courses, Presentations & Speeches

• "The Pursuit of 100% Customer Satisfaction"
• "Using Feedback To Drive Improvement"
• "Do It Yourself Market Research"
• "Employee Satisfaction Equals Customer Satisfaction"