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How to Measure Customer Satisfaction.
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Abingdon, Oxon :
Taylor and Francis,
2003.
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| Edición: | 2nd ed. |
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- 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.