The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.Even amongst service providers, the criteria used to measure customer satisfaction cannot be standardized to the ... It is important that your questionnaire incorporates these factors and that questions reflect the wording used by customers.
|Title||:||The Handbook of Customer Satisfaction and Loyalty Measurement|
|Author||:||Nigel Hill, Jim Alexander|
|Publisher||:||Gower Publishing, Ltd. - 2006-01-01|