HOW TO MEASURE CUSTOMER SATISFACTION 2nd Edition £22.50
Written by Nigel Hill, John Brierly & Rob MacDougall
This book will take you 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.
Chapter Headings- Introduction
- Setting objectives and project planning
- Exploratory research
- Sampling
- Survey options
- Maximising response rates
- Questionnaire design
- Rating scales
- Introducing the survey
- Analysing the results
- Benchmarking and improving your performance
- The mirror survey
- Feedback
- The business case for customer satisfaction
Review from Professional Marketing
"9/10 - Excellent!... an extremely well written and practical guide to the art (& science) of measuring satisfaction, being well laid out, easy to read and assimilate... Conclusion: an excellent book."
Review from Andrew Gillies, Business Support Manager, Dron & Dickson Group
"A very clear, concise and plain guide to customer satisfaction measurement. I have used the book to guide our implementation of CSM and have found it to be a very useful benchmark. I would recommend it to anyone thinking about implementing a process to measure customer satisfaction."