Nigel Hill

The Handbook of Customer Satisfaction and Loyalty Measurement

Ebook (PDF Format)

Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project… Mehr

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Produktdetails

Weitere Autoren: Alexander, Jim

ISBN: 978-1-351-88856-1
EAN: 9781351888561
Produktnummer: 22636567
Verlag: Taylor & Francis Ltd.
Sprache: Englisch
Erscheinungsjahr: 2017
Seitenangabe: 288 S.
Plattform: PDF
Masse: 9'938 KB
Auflage: 3. Auflage

Über den Autor

Nigel Hill has been involved in measuring customer satisfaction for 20 years, forming the Leadership Factor to specialize in the discipline in 1996. He has written extensively and spoken at conferences around the world on the subject and manages customer satisfaction projects for many leading companies. Jim Alexander has over 30 years' experience in using management information and market research for decision making. This includes commissioning market research and customer satisfaction studies for HP Bulmer, Volvo and Mercedes Benz and Rolls Royce. Jim now manages customer and employee satisfaction surveys for many of The Leadership Factor's major clients.