| Title:
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HOW TO MEASURE CUSTOMER SATISFACTION
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| By: |
Nigel Hill, John Brierley, Robert MacDougall |
| Format: |
Paperback |
| List price:
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£41.99 |
| Our price: |
£37.79 |
| Discount: |
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| You save:
|
£4.20 |
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| ISBN 10: |
056608595X |
| ISBN 13: |
9780566085956 |
| Availability: |
Usually dispatched within 1-3 weeks.
 Delivery
rates
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| Stock: |
Currently 0 available |
| Publisher: |
TAYLOR & FRANCIS LTD |
| Pub. date: |
28 December, 2003 |
| Edition: |
2nd Revised edition |
| Pages: |
160 |
| Description: |
Written by three leading practitioners, this is a practical guide to running an effective customer satisfaction measurement programme. The book also covers ways of gaining understanding and ownership of the CSM programme throughout the organisation. |
| Synopsis: |
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! |
| Illustrations: |
index |
| Publication: |
UK |
| Imprint: |
Gower Publishing Ltd |
| Returns: |
Returnable |