Handbook of customer satisfaction and loyalty measurement ebook

Save Not today. Format ebook. Author Nigel Hill. Publisher Taylor and Francis. Release 02 March Subjects Business Nonfiction. It takes the reader step-by-step through the process of designing and. Handbook of Customer Satisfaction and Loyalty Measurement. 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. The Organizational Measurement Manual. 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. Get BOOK.