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Book Cover
Book
Author Hill, Nigel, 1952-

Title How to measure customer satisfaction / Nigel Hill, John Brierley, Rob MacDougall
Published Aldershot ; Brookfield, Vt. : Gower, [1999]
©1999

Copies

Location Call no. Vol. Availability
 WATERFT BUSINESS  658.812 Hil/Htm  AVAILABLE
 MELB  658.812 Hil/Htm  AVAILABLE
Description viii, 136 pages : illustrations ; 25 cm
Summary "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."--BOOK JACKET
Notes Includes index
Subject Consumer satisfaction -- Evaluation.
Consumer satisfaction -- Research.
Market surveys.
Author Brierley, John.
McDougall, Rob
LC no. 98053694
ISBN 0566081938 (paperback)