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Customer Satisfaction: The Customer Experience Through the Customer's Eyes [Paperback]

Nigel Hill , Greg Roche & Rachel Allen
5.0 out of 5 stars  See all reviews (2 customer reviews)

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Book Description

1 Aug 2007
Public and private sector organisations increasingly understand that meeting or exceeding the requirements of their customers is their most important objective. In the private sector there is an abundance of evidence from Harvard Business School and others that customer satisfaction and loyalty account for the biggest difference between the most and least successful companies in most markets. In public sector, most organisations are tasked by Government to provide a high quality of service to their customers. To monitor their success, most organisations conduct customer satisfaction surveys, but many do so very badly, producing inaccurate, even misleading information that is totally unsuitable for decision making or for monitoring organisations real success in meeting their customers requirements. This is the first fully referenced text on measuring and monitoring customer satisfaction. It combines the experience of three practitioners from the UK s leading specialist in customer satisfaction surveys with published practitioner and academic knowledge from both sides of the Atlantic. It provides a clear, step by step guide to conducting a customer satisfaction survey that will produce a measure that accurately reflects how satisfied or dissatisfied customers feel and will reliably monitor changes in customer satisfaction over time. As well as a thorough explanation of relevant research techniques, the book fully explores the differences between customer satisfaction and loyalty as well as the relationship between the two. It also explains how customer satisfaction makes companies more successful and focuses on how to produce actionable outcomes from surveys that will help organisations to improve customer satisfaction. It is suitable for managers and practitioners who are responsible for customer service, satisfaction or loyalty in their organisations or for senior management seeking a better understanding of this key aspect of business success. For students, lecturers and relevant academic courses, the book provides the only comprehensive and fully referenced text on the subject.

Product details

  • Paperback: 320 pages
  • Publisher: Cogent Publishing (1 Aug 2007)
  • Language: English
  • ISBN-10: 0955416116
  • ISBN-13: 978-0955416118
  • Product Dimensions: 22.9 x 15.5 x 1.8 cm
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
  • Amazon Bestsellers Rank: 1,066,985 in Books (See Top 100 in Books)

Product Description

Review

This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended. --Scott Davidson, Research Manager, Tesco Personal Finance

I really enjoyed reading Customer Satisfaction. It was a good mix of academia, insights and case studies this really carried the subject matter along and made it engaging. I would recommend it to managers looking at devising or revising a customer satisfaction strategy. --Mark Adams, Head of Service Experience, Virgin Mobile

Customer Satisfaction makes the case for monitoring and improving customer satisfaction in easy-to-read concise language, uncovering new insights and debunking a few popular myths in the process. It includes thought-provoking examples, comprehensible tables, graphs and diagrams, and engaging narrative synthesised from leading academic research in the area and the authors considerable experience. It will prove an invaluable tool for anyone tasked with improving customer satisfaction in their organisation whatever their level of knowledge or experience. --Quintin Hunte, Customer Experience Manager, Fiat Auto UK

About the Author

The authors work for The Leadership Factor, the UK s leading specialist in customer satisfaction measurement and are involved on a daily basis in managing customer satisfaction surveys for many blue chip companies. The Leadership Factor conducts around 500 customer satisfaction surveys each year and has offices in the USA, Australia, France, Spain and Portugal as well as the UK.

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4 of 5 people found the following review helpful
5.0 out of 5 stars The Customer comes first 1 Nov 2007
This book is a must read for all customer managers. It spells out what should be blindingly obvious to all those working to satisfy customers; that a business sinks or swims on how well it treats the people buying the service, using the service or buying the product. Hill et al describes how to really make the customer the centre of all business activity. I throughly recommend this highly readable and useful book both to business managers and students of customer service alike.
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2 of 4 people found the following review helpful
Public and private sector organisations increasingly understand that meeting or exceeding the requirements of their customers is their most important objective. In the private sector there is an abundance of evidence from Harvard Business School and others that customer satisfaction and loyalty account for the biggest difference between the most and least successful companies in most markets. In the public sector, most organisations are tasked by Government to provide a high quality of service to their customers.

To monitor their success, most organisations conduct customer satisfaction surveys, but many do so very badly, producing inaccurate, even misleading information that is totally unsuitable for decision making or for monitoring organisations' real success in meeting their customers' requirements.

This is the first fully referenced text on measuring and monitoring customer satisfaction. It combines the experience of three practitioners from the UK's leading specialist in customer satisfaction surveys with published practitioner and academic knowledge from both sides of the Atlantic. It provides a clear, step by step guide to conducting a customer satisfaction survey that will produce a measure that accurately reflects how satisfied or dissatisfied customers feel and will reliably monitor changes in customer satisfaction over time.

As well as a thorough explanation of relevant research techniques, the book fully explores the differences between customer satisfaction and loyalty as well as the relationship between the two. It also explains how customer satisfaction makes companies more successful and focuses on how to produce actionable outcomes from surveys that will help organisations to improve customer satisfaction.
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