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2. Strategy and Planning
3. Building the Lens of the Customer
4. Building the Quality-Satisfaction-Loyalty Survey
5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty and Profit Data
6. From Information to Decisions: Priority Setting and Implementation
Posted October 29, 2001
I found this book to be of little help. It was not easily readable and further complicated the process I felt. However, if you are already well researched in the knowledge of customer satisfaction, then this book can act as a supplement.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.