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How to Measure Customer Satisfaction
 
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How to Measure Customer Satisfaction (Paperback)

by Nigel Hill (Author), John Brierley (Author), Rob MacDougall (Author)
3.0 out of 5 stars  See all reviews (1 customer review)
RRP: £25.00
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Frequently Bought Together

How to Measure Customer Satisfaction + Researching Customer Satisfaction and Loyalty: How to Find Out What People Really Think (Market Research in Practice): How to Find Out What People Really Think (Market Research in Practice): 1 + Customer Satisfaction: The Customer Experience Through the Customer's Eyes
Price For All Three: £63.09

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Product details

  • Paperback: 151 pages
  • Publisher: Gower Publishing Ltd; 2nd edition (29 Dec 2003)
  • Language English
  • ISBN-10: 056608595X
  • ISBN-13: 978-0566085956
  • Product Dimensions: 24 x 17 x 1.2 cm
  • Average Customer Review: 3.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon.co.uk Sales Rank: 551,975 in Books (See Bestsellers in Books)

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    #44 in  Books > Business, Finance & Law > Management > Research & Development

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Product Description

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.


Product Description

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition 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 and clarifies the business case for customer satisfaction.
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2 of 7 people found the following review helpful:
3.0 out of 5 stars 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.

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