How to Measure Customer Satisfaction
2nd Edition
Published on 29. December 2003
Book
Paperback/Softback
160 pages
978-0-566-08595-6 (ISBN)
Description
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!
Reviews / Votes
'9/10 Excellent! ... an extremely well written and practical guide to the art (and science) of measuring satisfaction, being well laid out, easy to read and assimilate...Conclusion: an excellent book.' Professional Marketing '...a highly practical guide...If you're committed to your firm's future, the ability to measure what your customers think is essential - and so is this book.' IT Training 'The book is well-constructed and easy to read, acting as a comprehensive knowledge source for anyone involved in customer service. But it also provides a business case for the importance of CSM that will be illuminating for any company as a whole. The academic prowess of the authors is clearly enhanced by direct industry experience that is evident throughout, providing a book that is as relevant as it is detailed.' ccf (Call Centre Focus)More details
Edition
2nd edition
Language
English
Place of publication
Oxford
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
College/higher education
Professional and scholarly
Professional Practice & Development
Dimensions
Height: 246 mm
Width: 174 mm
Weight
294 gr
ISBN-13
978-0-566-08595-6 (9780566085956)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
Nigel Hill | John Brierley
How to Measure Customer Satisfaction
Book
08/2017
2nd Edition
Routledge
€282.26
Shipment within 10-20 days
Nigel Hill | John Brierley
How to Measure Customer Satisfaction
E-Book
07/2017
2nd Edition
Routledge
€58.99
Available for download
Nigel Hill | John Brierley
How to Measure Customer Satisfaction
E-Book
07/2017
2nd Edition
Routledge
€59.49
Available for download
Persons
Nigel Hill is founding Director of The Leadership Factor Ltd, a company which specializes in customer satisfaction measurement. He is author of the Handbook of Customer Satisfaction and Loyalty Measurement, Second Edition, also published by Gower, as well as many articles on the subject. John Brierley is Principal Consultant with The Leadership Factor Ltd and is highly experienced in all aspects of CSM. Before moving into research he held the positions of production manager and general manager in the electronics industry, and commercial manager in the service sector. Rob MacDougall is Managing Director of The Leadership Factor Pty Ltd and has 16 years' experience across the consumer goods, hospitality and industrial market sectors. His responsibilities have included marketing strategy, market research, customer satisfaction measurement and advertising.
Content
Contents: Introduction; Setting objectives and project planning; Exploratory research; Sampling; Survey options; Maximising response rates; Questionnaire design; Rating scales; Introducing the survey; Analysing the results; Benchmarking and improving your performance; The mirror survey; Feedback; The business case for customer satisfaction. Appendices: Self-completion questionnaire; Telephone survey questionnaire; Mirror survey questionnaire; Satisfaction benchmark; Web links; Index.