THE HANDBOOK OF CUSTOMER SATISFACTION & LOYALTY MEASUREMENT 3rd Edition £75.00

Written by Nigel Hill & Jim Alexander

Published by Gower

Chapter Headings

Introduction
Why measure customer satisfaction?
Loyalty
The value-profit chain
Survey objectives
Understanding customer behaviour
Exploratory research
Sampling
Survey options
Questionnaires design
Interviewing skills
Analysis and reporting
PR aspects
Measuring loyalty
Modelling & forecasting
Maximising the benefits

Appendices

Examples of customer surveys
SERVQUAL
Glossary of terms
Additional information
Bibliography

A hard back book with 286 pages
A step by step guide for practitioners
Chapters on measuring loyalty
Sample questionnaires included

Review from The Institute of Direct Marketing Website

"A pragmatic tour-de-force. A comprehensive 'how-to' guide to customer satisfaction and loyalty measurement. Clearly written. Easy to follow. In all, a book that sets itself an objective in Chapter 1 - to 'explain how to carry out professional customer surveys... on which you can base important management decisions".

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