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How to Measure Customer Satisfaction

2017-07-05 Business & Economics
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Release : 2017-07-05
Genre : Business & Economics
Kind : eBook
Book Rating : 044/5 ( reviews)

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Book Synopsis How to Measure Customer Satisfaction by : Nigel Hill

Download or read book How to Measure Customer Satisfaction written by Nigel Hill. This book was released on 2017-07-05. Available in PDF, EPUB and Kindle. Book excerpt: 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!

Measuring Customer Satisfaction

1992 Business & Economics
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Release : 1992
Genre : Business & Economics
Kind : eBook
Book Rating : /5 ( reviews)

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Book Synopsis Measuring Customer Satisfaction by : Bob E. Hayes

Download or read book Measuring Customer Satisfaction written by Bob E. Hayes. This book was released on 1992. Available in PDF, EPUB and Kindle. Book excerpt: "The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . ." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved

Customer Satisfaction Evaluation

2009-11-07 Business & Economics
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Release : 2009-11-07
Genre : Business & Economics
Kind : eBook
Book Rating : 407/5 ( reviews)

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Book Synopsis Customer Satisfaction Evaluation by : Evangelos Grigoroudis

Download or read book Customer Satisfaction Evaluation written by Evangelos Grigoroudis. This book was released on 2009-11-07. Available in PDF, EPUB and Kindle. Book excerpt: This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.

The Handbook of Customer Satisfaction and Loyalty Measurement

2017-03-02 Business & Economics
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Release : 2017-03-02
Genre : Business & Economics
Kind : eBook
Book Rating : 552/5 ( reviews)

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Book Synopsis The Handbook of Customer Satisfaction and Loyalty Measurement by : Nigel Hill

Download or read book The Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill. This book was released on 2017-03-02. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Measuring Customer Satisfaction

1999 Consumer satisfaction
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Release : 1999
Genre : Consumer satisfaction
Kind : eBook
Book Rating : 763/5 ( reviews)

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Book Synopsis Measuring Customer Satisfaction by : James H. Myers

Download or read book Measuring Customer Satisfaction written by James H. Myers. This book was released on 1999. Available in PDF, EPUB and Kindle. Book excerpt: To be competitive in today’s markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you’ll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today’s customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.

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