Title How to Measure Customer Satisfaction

Edition 2nd ed Published Abingdon, Oxon : Taylor and Francis, 2003

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Description 1 online resource (161 pages) Contents Cover; Half Title; Title; Copyright; Contents; List of figures; 1. Introduction; 2. Setting objectives and project planning; 3. Exploratory research; 4. Sampling; 5. Survey options; 6. Maximising response rates; 7. Questionnaire design; 8. Rating scales; 9. Introducing the survey; 10. Analysing the results; 11. Benchmarking and improving your performance; 12. The mirror survey; 13. Feedback; 14. The business case for customer satisfaction; Appendices; 1. Self-completion questionnaire; 2. Telephone survey questionnaire; 3. Mirror survey questionnaire; 4. Satisfaction Benchmark; 5. Web links Notes Includes index Print version record Subject Consumer satisfaction -- Evaluation Consumer satisfaction -- Evaluation Form Electronic book Author Brierley, John MacDougall, Robert ISBN 9781351930055 1351930052

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