How to Measure Customer Satisfaction by Nigel Hill  (1)  £23.75

The Ultimate Question by Fred Reichheld  (4)  £10.99

Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System (JBUMBS Series) by Michael D. Johnson £12.53

Researching Customer Satisfaction and Loyalty: How to Find Out What People Really Think (Market Research in Practice): How to Find Out What People Really ... Really Think (Market Research in Practice) by Paul Szwarc  (1)  £21.38

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Synopsis
An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey. This new edition (previously published as "Handbook of Customer Satisfaction Measurement") includes four new chapters on loyalty measurement. As well as examining the nature of loyalty, the book provides detailed information on how this complex concept should be measured. The satisfaction-profit chain and associated modelling and forecasting techniques are also explained.

First Sentence
Over the last decade organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction. Read the first page Browse Sample Pages
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover

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