How to Measure Customer Satisfaction

ISBN-13: 9781138407855 / Angielski / Twarda / 2017

Hill, Nigel

Opis

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.

Recenzje

'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)

Spis treści

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.

O autorze

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.