How to measure customer satisfaction /

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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 design...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autores principales: Hill, Nigel, 1952- (Autor), Brierley, John (Autor), MacDougall, Rob (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: [Oxon, England] : Routledge, 2017.
Edición:2nd edition.
Temas:
Consumer satisfaction > Evaluation.
Consommateurs > Satisfaction > Évaluation.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Consumer satisfaction > Evaluation
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

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