HOW TO MEASURE CUSTOMER SATISFACTION by Nigel Hill ( 9781138407855 )

Item Details

Title:

HOW TO MEASURE CUSTOMER SATISFACTION

By:

Nigel Hill

Format:

Hardback

List price:

£190.00

Our price:

£171.00

Discount:

10% off

You save:

£19.00

ISBN 10:

1138407852

ISBN 13:

9781138407855

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Stock:

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Publisher:

TAYLOR & FRANCIS LTD

Pub. date:

11 August, 2017

Edition:

2nd New edition

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!

Publication:

Imprint:

Routledge

Returns:

Returnable

Some other items by this author:

CUSTOMER SATISFACTION MEASUREMENT FOR ISO 9000: 2000