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Listening to the Voice of the Customer: 16 Steps to a Successful Customer Satisfaction Measurement Program (Ichor Business Books)
 
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Listening to the Voice of the Customer: 16 Steps to a Successful Customer Satisfaction Measurement Program (Ichor Business Books) [Illustrated] (Paperback)

by Jon Anton (Author)
5.0 out of 5 stars  See all reviews (1 customer review)

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Product details

  • Paperback: 152 pages
  • Publisher: Purdue University Press; illustrated edition edition (31 Dec 1997)
  • Language English
  • ISBN-10: 0915910438
  • ISBN-13: 978-0915910434
  • Product Dimensions: 28 x 21.6 x 1.1 cm
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon.co.uk Sales Rank: 1,498,338 in Books (See Bestsellers in Books)

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Product Description

Product Description

A step-by-step guide to customer satisfaction measurement. The author uses his own experience to advise on the design, implementation and analysis of a program.

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5.0 out of 5 stars A practical way to view applied statistics, 7 Nov 1998
By A Customer
Starting from a tested model of customer behavior, the author shows how to use several statistic methods to analize the overall satisfaction. It's a pleasant reading! A "must read" book for all professionals dealing with Customer Services.
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