Chargement en cours…
How to Measure Customer Satisfaction.
| Cote: | Libro Electrónico |
|---|---|
| Auteur principal: | |
| Autres auteurs: | , |
| Format: | Électronique eBook |
| Langue: | Inglés |
| Publié: |
Abingdon, Oxon :
Taylor and Francis,
2003.
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| Édition: | 2nd ed. |
| Sujets: | |
| Accès en ligne: | Texto completo |
Table des matières:
- 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.