Handbook of Customer Satisfaction and Loyalty Measurement by Nigel Hill, Jim Alexander |, Hardcover | Barnes & Noble
Handbook of Customer Satisfaction and Loyalty Measurement

Handbook of Customer Satisfaction and Loyalty Measurement

by Nigel Hill, Jim Alexander
     
 

The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.

Overview

The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.

Editorial Reviews

Booknews
Updated version of , adding four new chapters on the concept of customer loyalty. It discusses their necessity, but laments businesses' lack of attention to qualitative measurement. Methods and rationales are presented for sampling, survey options, questionnaire design, interviewing, and analysis but the reader is advised to look elsewhere for implementation details. Includes numerous appendices providing additional information, such as real surveys with questionnaires and other material. The volume is peppered with simplistic, and virtually superfluous, charts and figures. Annotation c. Book News, Inc., Portland, OR (booknews.com)
From the Publisher
'... if you can't tell your PFIs from your PIMs then this is the tome to put you straight.' Loyalty Magazine

'A pragmatic tour-de-force. A comprehensive "how-to" guide to customer satisfaction and loyalty measurement. Clearly written. Easy to follow. In all, a book that sets itself an objective in Chapter 1 - to "explain how to carry out professional customer surveys...on which you can base important management decisions" - and then hammers on to fulfil its brief comprehensively.' The Institute of Direct Marketing Website

Product Details

ISBN-13:
9780566081941
Publisher:
Ashgate Publishing, Limited
Publication date:
07/01/2000
Edition description:
2ND
Pages:
304
Product dimensions:
6.60(w) x 9.70(h) x 1.30(d)

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