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CUSTOMER SATISFACTION - The customer experience through the customer's eyes

Written by Nigel Hill, Greg Roche & Rachel Allen

  • Chapter One - Dispelling The Myths
  • Chapter Two - The Benefits of Customer Satisfaction
  • Chapter Three - Methodology Essentials
  • Chapter Four - Asking The Right Questions
  • Chapter Five - Exploratory Research
  • Chapter Six - Sampling
  • Chapter Seven - Collecting the Data
  • Chapter Eight - Keeping the Score
  • Chapter Nine - The Questionnaire
  • Chapter Ten - Basic Analysis
  • Chapter Eleven - Monitoring Performance over time
  • Chapter Twelve - Actionable Outcomes
  • Chapter Thirteen - Comparisons with Competitors
  • Chapter Fourteen - Advanced Analysis: Understanding the causes and Consequences of Customer Satisfaction
  • Chapter Fifteen - Using Surveys to Drive Improvement
  • Chapter Sixteen - Involving Employees
  • Chapter Seventeen - Involving Customers
  • Chapter Eighteen - Conclusions

Our Price: £27.50


Downloadable Files for this product

Click here to download Chapter One of the book

Reviews

Review from Mark Adams, Head of Service Experience, Virgin Mobile

"I Really enjoyed reading Customer Satisfaction.It was a good mix of academia, insights and case studies - this really carried the subject matter along and made it engaging. I would recommend it to managers looking at devising or revising a customer satisfaction strategy management".


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