How to Measure Customer Satisfaction (Paperback, 2nd edition)

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 designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

General

Imprint:	Gower Publishing Ltd
Country of origin:	United Kingdom
Release date:	December 2003
First published:	2003
Authors:	Nigel Hill • John Brierley
Dimensions:	246 x 174 x 12mm (L x W x T)
Format:	Paperback
Pages:	160
Edition:	2nd edition
ISBN-13:	978-0-566-08595-6
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services Books > Business & Economics > Business & management > Business mathematics & systems > General
LSN:	0-566-08595-X
Barcode:	9780566085956

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