How to Measure Customer Satisfaction
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€248.00
A01=John Brierley
A01=Nigel Hill
ACSI
advanced customer experience analytics
Author_John Brierley
Author_Nigel Hill
Average Satisfaction Score
Base Response Rate
benchmarking business performance
Category=KJS
Category=KJSU
CSM.
Customer Contact Staff
Customer Satisfaction
Customer Satisfaction Index
Customer Satisfaction Measurement Survey
Customer Satisfaction Survey
Electronic Surveys
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Exploratory Research
Face To Face
Importance Questions
Improve Customer Satisfaction
Introductory Letter
John Brierley
loyalty measurement techniques
Maximise Response Rates
Measure Customer Satisfaction
Mirror Survey
organisational feedback tools
PFIs
quantitative survey methods
respondent sampling strategies
Rob Macdougall
Satisfaction Index
Self-completion Questionnaire
service quality assessment
Tv Advertising
USA
Web Surveys
Wo
Product details
- ISBN 9781138407855
- Weight: 453g
- Dimensions: 174 x 246mm
- Publication Date: 11 Aug 2017
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Hardback
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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!
Nigel Hill is founding Director of The Leadership Factor Ltd, a company which specializes in customer satisfaction measurement. He is author of the Handbook of Customer Satisfaction and Loyalty Measurement, Second Edition, also published by Gower, as well as many articles on the subject. John Brierley is Principal Consultant with The Leadership Factor Ltd and is highly experienced in all aspects of CSM. Before moving into research he held the positions of production manager and general manager in the electronics industry, and commercial manager in the service sector. Rob MacDougall is Managing Director of The Leadership Factor Pty Ltd and has 16 years' experience across the consumer goods, hospitality and industrial market sectors. His responsibilities have included marketing strategy, market research, customer satisfaction measurement and advertising.
