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: Taylor & Francis

Customer 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 of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly

Overview

Customer 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 of How to Measure Customer Satisfaction 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. 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!

Product Details

ISBN-13:
9780566085956
Publisher:
Taylor & Francis
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

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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