How to Measure Customer Satisfaction by Nigel Hill (English) Paperback Book

The Nile on eBay   FREE SHIPPING UK WIDE   How to Measure Customer Satisfaction by Nigel Hill, John Brierley

Written by three leading practitioners, this is a practical guide to running an effective customer satisfaction measurement programme. The book also covers ways of gaining understanding and ownership of the CSM programme throughout the organisation.

FORMATPaperback LANGUAGEEnglish CONDITIONBrand New Publisher Description

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction.

Author Biography

Nigel Hill is founding Director of The Leadership Factor Ltd, a company which specializes in customer satisfaction measurement. He is author of the Handbook of Customer Satisfaction and Loyalty Measurement, Second Edition, also published by Gower, as well as many articles on the subject. John Brierley is Principal Consultant with The Leadership Factor Ltd and is highly experienced in all aspects of CSM. Before moving into research he held the positions of production manager and general manager in the electronics industry, and commercial manager in the service sector. Rob MacDougall is Managing Director of The Leadership Factor Pty Ltd and has 16 years' experience across the consumer goods, hospitality and industrial market sectors. His responsibilities have included marketing strategy, market research, customer satisfaction measurement and advertising.

Table of Contents

Contents: Introduction; Setting objectives and project planning; Exploratory research; Sampling; Survey options; Maximising response rates; Questionnaire design; Rating scales; Introducing the survey; Analysing the results; Benchmarking and improving your performance; The mirror survey; Feedback; The business case for customer satisfaction. Appendices: Self-completion questionnaire; Telephone survey questionnaire; Mirror survey questionnaire; Satisfaction benchmark; Web links; Index.

Review

'9/10 Excellent! ... an extremely well written and practical guide to the art (and science) of measuring satisfaction, being well laid out, easy to read and assimilate...Conclusion: an excellent book.' Professional Marketing '...a highly practical guide...If you're committed to your firm's future, the ability to measure what your customers think is essential - and so is this book.' IT Training 'The book is well-constructed and easy to read, acting as a comprehensive knowledge source for anyone involved in customer service. But it also provides a business case for the importance of CSM that will be illuminating for any company as a whole. The academic prowess of the authors is clearly enhanced by direct industry experience that is evident throughout, providing a book that is as relevant as it is detailed.' ccf (Call Centre Focus)

Long Description

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction.If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

Details ISBN056608595X Pages 160 Year 2003 Edition 2nd ISBN-10 056608595X ISBN-13 9780566085956 Format Paperback Imprint Gower Publishing Ltd Place of Publication Aldershot Country of Publication United Kingdom DEWEY 658.812 Illustrations index Media Book Author John Brierley Language English Publisher Taylor & Francis Ltd Publication Date 2003-12-29 DOI 10.1604/9780566085956 AU Release Date 2003-12-29 NZ Release Date 2003-12-29 UK Release Date 2003-12-29 Edition Description 2nd edition Alternative 9781138407855 Audience Tertiary & Higher Education We've got this

At The Nile, if you're looking for it, we've got it.With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love!

30 DAY RETURN POLICY

No questions asked, 30 day returns!

FREE DELIVERY

No matter where you are in the UK, delivery is free.

SECURE PAYMENT

Peace of mind by paying through PayPal and eBay Buyer Protection TheNile_Item_ID:139906582;