Free Guide to Customer Satisfaction Measurement

The Leadership Factor's Guide to Customer Satisfaction Measurement is a must read for anyone managing their company's customer satisfaction survey.

Our 30-page guide gives an insight in to the must dos and pitfalls of managing a customer satisfaction survey. The ten chapters include:

1. Why measure customer satisfaction
   Evidence to support why customer satisfaction is so important
2. The lens of the customer
   Asking the right questions
3. Questionnaire design
   Asking the right questions in the right way
4. Sampling
   Asking the right people?
5. Data collection
   Chose the right methodology for you
6. Data entry
   Getting the data on the system to analyse
7. Data analysis
   Analysis and statistics
8. Reporting the results
   Powerful ways to present results to colleagues
9. Using CSM to improve customers' satisfaction
   Delivering actionable data
10. Beyond CSM
    Developing your survey

When you join the members' site we'll email you the guide (pdf 886KB) and you'll also be given access to articles and much more. We do not pass your details on to any third party and we will not start calling you.

Subscribe to our members' website and receive your free guide