Measuring Customer Service Effectiveness
Publisher: Gower Publishing Company; Gower Pub.
Published: October 30, 2004
Language: eng
Format: Hardcover
Number of pages: 160
ISBN-13: 9780566085383
Subjects: Customer services; Research methods: general; Management; Customer Service; Business & Economics; Business / Economics / Finance; Business/Economics; Quality control; Evaluation
First sentence: A study undertaken by the Institute of Customer Service in 2001 found that those organisations with an excellent reputation in their customers' eyes demonstrated a 72 per cent increase in profit per employee on a like for like basis compared with those companies with a poor reputation.