| Description |
1 online resource (viii, 151 pages) : illustrations |
| Contents |
Chapter 1 Introduction -- chapter 2 Setting objectives and project planning -- chapter 3 Exploratory research -- chapter 4 Sampling -- chapter 5 Survey options -- chapter 6 Maximising response rates -- chapter 7 Questionnaire design -- chapter 8 Rating scales -- chapter 9 Introducing the survey -- chapter 10 Analysing the results -- chapter 11 Benchmarking and improving your performance -- chapter 12 The mirror survey -- chapter 13 Feedback -- chapter 14 The business case for customer satisfaction -- chapter 1 Self-completion questionnaire -- chapter 2 Telephone survey questionnaire -- chapter 3 Mirror survey questionnaire -- chapter 4 Satisfaction Benchmark -- chapter 5 Web links |
| Summary |
"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 of How to Measure Customer Satisfaction 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. 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!"--Provided by publisher |
| Notes |
Originally published 1999 by Gower Publishing |
|
Includes index |
| Subject |
Consumer satisfaction -- Evaluation
|
|
BUSINESS & ECONOMICS -- Industrial Management.
|
|
BUSINESS & ECONOMICS -- Management.
|
|
BUSINESS & ECONOMICS -- Management Science.
|
|
BUSINESS & ECONOMICS -- Organizational Behavior.
|
|
Consumer satisfaction -- Evaluation
|
| Form |
Electronic book
|
| Author |
Brierley, John, author
|
|
MacDougall, Rob, author
|
| ISBN |
9781315253107 |
|
1315253100 |
|
1351930052 |
|
9781351930055 |
|
9781351930048 |
|
1351930044 |
|
