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THE HANDBOOK OF CUSTOMER SATISFACTION & LOYALTY MEASUREMENT 3rd Edition

Written by Nigel Hill & Jim Alexander

Published by Gower

Chapter Headings

  1. Introduction
  2. Why measure customer satisfaction?
  3. Loyalty
  4. The value-profit chain
  5. Survey objectives
  6. Understanding customer behaviour
  7. Exploratory research
  8. Sampling
  9. Survey options
  10. Questionnaires design
  11. Interviewing skills
  12. Analysis and reporting
  13. PR aspects
  14. Measuring loyalty
  15. Modelling & forecasting
  16. Maximising the benefits

Appendices

  1. Examples of customer surveys
  2. SERVQUAL
  3. Glossary of terms
  4. Additional information
  5. Bibliography
  • A hard back book with 286 pages
  • A step by step guide for practitioners
  • Chapters on measuring loyalty
  • Sample questionnaires included

Our Price: £75.00


Reviews

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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