Handbook of Customer Satisfaction and Loyalty Measurement
Edition: 2nd edition
Publisher: Gower Publishing Company
Published: July 2000
Language: eng
Format: Hardcover
Number of pages: 304
ISBN-13: 9780566081941
Subjects: Customer services; Market research; Customer Service; Business & Economics; Business / Economics / Finance; Business/Economics; Consumer satisfaction; Evaluation; Handbooks, manuals, etc; Marketing research
Description: "This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey as well as providing internal feedback and taking effective action to address issues raised by the survey."--BOOK JACKET.