How to Measure Customer Satisfaction / Edition 2

How to Measure Customer Satisfaction / Edition 2

by Nigel Hill, John Brierley, Rob MacDougall
     
 

ISBN-10: 056608595X

ISBN-13: 9780566085956

Pub. Date: 12/01/2003

Publisher: Ashgate Publishing, Limited

The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal.

Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to

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Overview

The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal.

Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book 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, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored.

If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

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Product Details

ISBN-13:
9780566085956
Publisher:
Ashgate Publishing, Limited
Publication date:
12/01/2003
Edition description:
REV
Pages:
160
Product dimensions:
9.61(w) x 6.77(h) x 0.43(d)

Table of Contents

Introduction; Setting objectives and project planning; Exploratory research; Sampling; Survey options; Maximising response rates; Questionnaire design; Rating scales; Introducing the survey; Analysing the results; 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; Web links; Index.

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