Handbook of Customer Satisfaction and Loyalty Measurement PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Handbook of Customer Satisfaction and Loyalty Measurement PDF full book. Access full book title Handbook of Customer Satisfaction and Loyalty Measurement by Nigel Hill. Download full books in PDF and EPUB format.
Author: Nigel Hill
Publisher: Gower Publishing, Ltd.
ISBN: 9780566081941
Category : Business & Economics
Languages : en
Pages : 312
Get Book
Book Description
An examination of how to use research effectively. 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. This new edition includes four new chapters on loyalty measurement.
Author: Nigel Hill
Publisher: Gower Publishing, Ltd.
ISBN: 9780566081941
Category : Business & Economics
Languages : en
Pages : 312
Get Book
Book Description
An examination of how to use research effectively. 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. This new edition includes four new chapters on loyalty measurement.
Author: Nigel Hill
Publisher:
ISBN: 9788179290514
Category :
Languages : en
Pages :
Get Book
Book Description
Author: Nigel Hill
Publisher: Routledge
ISBN: 1351888552
Category : Business & Economics
Languages : en
Pages : 349
Get Book
Book Description
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. 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. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Author: Nigel Hill & Jim Alexander
Publisher:
ISBN: 9789380110196
Category : Consumer satisfaction
Languages : en
Pages : 290
Get Book
Book Description
Author: Nigel Hill
Publisher: Routledge
ISBN: 1351930044
Category : Business & Economics
Languages : en
Pages : 160
Get Book
Book 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!
Author: Morpace International
Publisher: Transportation Research Board
ISBN: 9780309063234
Category : Business & Economics
Languages : en
Pages : 222
Get Book
Book Description
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Author: Nigel Hill
Publisher: Taylor & Francis
ISBN: 1351930052
Category : Business & Economics
Languages : en
Pages : 161
Get Book
Book 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!
Author: Bob E. Hayes
Publisher: Asq Press
ISBN: 9780873897433
Category : Business & Economics
Languages : en
Pages : 287
Get Book
Book Description
"The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty." "Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms."--BOOK JACKET.
Author: Paul Szwarc
Publisher: Kogan Page Publishers
ISBN: 9780749443368
Category : Business & Economics
Languages : en
Pages : 276
Get Book
Book Description
It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research.
Author: Nigel Hill
Publisher: Gower Publishing, Ltd.
ISBN: 9780566085956
Category : Business & Economics
Languages : en
Pages : 166
Get Book
Book Description
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book 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, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. 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!
