CUSTOMER SATISFACTION - The customer experience through the customer's eyes £27.50
Written by Nigel Hill, Greg Roche & Rachel Allen
Essential reading for anyone who manages or needs to implement a customer satisfaction survey. The book will guide you step by step through the methodology, questions to ask, data analysis and identify actionable outcomes.
Chapter Headings- Dispelling the myths
- The benefits of customer satisfaction
- Methodology essentials
- Asking the right questions
- Exploratory research
- Sampling
- Collecting the data
- Keeping the score
- The questionnaire
- Basic analysis
- Monitoring performance over time
- Actionable outcomes
- Comparisons with competitors
- Advanced analysis
- Using surveys to drive improvement
- Involving employees
- Involving customers
- Conclusions