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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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Professional Marketing, July 1999
9/10 Excellent! ... an extremely well written and practical guide to the art (and science) of measurring satisfaction, being well laid out, easy to read and assimilate. ... Conclusion: An excellent book. --This text refers to an out of print or unavailable edition of this title.

Book Description
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal.

Written by three leading practitioners, How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book 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, the second key requirement for its long-term success. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored.

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! --This text refers to an out of print or unavailable edition of this title.

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Most Helpful Customer Reviews   2 of 7 people found the following review helpful: A summary of how to go about measuring customer satisfaction, 27 Jun 1999 By A Customer This review is from: How to Measure Customer Satisfaction (Paperback) This book is excellent reading for those who have responsibility for customer satisfaction measurement. It is easy to read, informative and contains the theories, approaches and practical examples to the key issues in customer satisfaction measurement.  Comment | Permalink | Was this review helpful to you? (Report this) › See all customer reviews...		Search Customer Reviews Only search this product's reviews