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    How to Measure Customer Satisfaction (Paperback) By (author) Nigel Hill, By (author) John Brierley, By (author) Rob Macdougall

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    DescriptionCustomer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction.


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    Title
    How to Measure Customer Satisfaction
    Authors and contributors
    By (author) Nigel Hill, By (author) John Brierley, By (author) Rob Macdougall
    Physical properties
    Format: Paperback
    Number of pages: 160
    Width: 170 mm
    Height: 242 mm
    Thickness: 12 mm
    Weight: 299 g
    Language
    English
    ISBN
    ISBN 13: 9780566085956
    ISBN 10: 056608595X
    Classifications

    Warengruppen-Systematik des deutschen Buchhandels: 27820
    BIC E4L: BUS
    Nielsen BookScan Product Class 3: S4.3
    BIC subject category V2: KJSU, KJQ
    DC22: 658.812
    LC subject heading:
    LC classification: HF5415.335
    LC subject heading:
    BISAC V2.8: BUS043060
    LC subject heading: ,
    Thema V1.0: KJQ, KJSU
    Edition
    2
    Edition statement
    2nd
    Illustrations note
    index
    Publisher
    Gower Publishing Ltd
    Imprint name
    Gower Publishing Ltd
    Publication date
    01 January 2004
    Publication City/Country
    Aldershot
    Table of contents
    Setting objectives and project planning; Exploratory research; Sampling; Survey options; Response rates; Questionnaire design; Rating scales; Introducing the survey; Analysis; Benchmarking and improving your performance; The mirror survey; Feedback; The business case for customer satisfaction. Appendices: Self-completion questionnaire; Telephone survey questionnaire; Mirror survey questionnaire; Satisfaction benchmark.