How to measure customer satisfaction /:
"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 design...
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
[Oxon, England] :
Routledge,
2017.
|
| Ausgabe: | 2nd edition. |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | "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!"--Provided by publisher. |
| Beschreibung: | Originally published 1999 by Gower Publishing. Includes index. |
| Beschreibung: | 1 online resource (viii, 151 pages) : illustrations |
| ISBN: | 9781315253107 1315253100 1351930052 9781351930055 9781351930048 1351930044 |
Internformat
MARC
| LEADER | 00000cam a2200000Mi 4500 | ||
|---|---|---|---|
| 001 | ZDB-4-EBA-ocn994401779 | ||
| 003 | OCoLC | ||
| 005 | 20241004212047.0 | ||
| 006 | m o d | ||
| 007 | cr cn||||||||| | ||
| 008 | 170718r20171999enka o 001 0 eng d | ||
| 040 | |a TYFRS |b eng |e rda |e pn |c TYFRS |d OCLCO |d IDEBK |d OCLCF |d OCLCQ |d YDX |d N$T |d NLE |d OCLCQ |d UKMGB |d UWO |d TYFRS |d OCLCQ |d NLW |d UKAHL |d OCLCO |d OCLCQ |d SFB |d INARC |d OCLCQ |d OCLCO |d OCLCL |d TMA |d OCLCQ | ||
| 015 | |a GBB811651 |2 bnb | ||
| 016 | 7 | |a 018423849 |2 Uk | |
| 019 | |a 994643542 |a 1001979469 |a 1003990874 |a 1005455816 |a 1005684148 |a 1017718552 |a 1019992920 |a 1021146743 |a 1022212303 |a 1022758685 |a 1027162851 |a 1029448095 |a 1031316084 |a 1034581734 |a 1037704985 |a 1385459595 |a 1390572072 |a 1396884817 |a 1397420931 | ||
| 020 | |a 9781315253107 |q (e-book) | ||
| 020 | |a 1315253100 | ||
| 020 | |a 1351930052 | ||
| 020 | |a 9781351930055 | ||
| 020 | |a 9781351930048 | ||
| 020 | |a 1351930044 | ||
| 020 | |z 1138407852 | ||
| 020 | |z 9781138407855 | ||
| 020 | |z 9780566085956 | ||
| 020 | |z 1351930036 | ||
| 035 | |a (OCoLC)994401779 |z (OCoLC)994643542 |z (OCoLC)1001979469 |z (OCoLC)1003990874 |z (OCoLC)1005455816 |z (OCoLC)1005684148 |z (OCoLC)1017718552 |z (OCoLC)1019992920 |z (OCoLC)1021146743 |z (OCoLC)1022212303 |z (OCoLC)1022758685 |z (OCoLC)1027162851 |z (OCoLC)1029448095 |z (OCoLC)1031316084 |z (OCoLC)1034581734 |z (OCoLC)1037704985 |z (OCoLC)1385459595 |z (OCoLC)1390572072 |z (OCoLC)1396884817 |z (OCoLC)1397420931 | ||
| 037 | |a 1018280 |b MIL | ||
| 050 | 4 | |a HF5415.335 |b .H553 2017 | |
| 072 | 7 | |a BUS |x 082000 |2 bisacsh | |
| 072 | 7 | |a BUS |x 041000 |2 bisacsh | |
| 072 | 7 | |a BUS |x 042000 |2 bisacsh | |
| 072 | 7 | |a BUS |x 085000 |2 bisacsh | |
| 082 | 1 | 4 | |a 658.8343 |b H654 |
| 049 | |a MAIN | ||
| 100 | 1 | |a Hill, Nigel, |d 1952- |e author. |1 https://id.oclc.org/worldcat/entity/E39PCjCH3HkY4Xq883xgyv6Jwy |0 http://id.loc.gov/authorities/names/n96026262 | |
| 245 | 1 | 0 | |a How to measure customer satisfaction / |c Nigel Hill, John Brierley and Rob MacDougall. |
| 250 | |a 2nd edition. | ||
| 264 | 1 | |a [Oxon, England] : |b Routledge, |c 2017. | |
| 300 | |a 1 online resource (viii, 151 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 500 | |a Originally published 1999 by Gower Publishing. | ||
| 500 | |a Includes index. | ||
| 520 | |a "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!"--Provided by publisher. | ||
| 505 | 0 | |a Chapter 1 Introduction -- chapter 2 Setting objectives and project planning -- chapter 3 Exploratory research -- chapter 4 Sampling -- chapter 5 Survey options -- chapter 6 Maximising response rates -- chapter 7 Questionnaire design -- chapter 8 Rating scales -- chapter 9 Introducing the survey -- chapter 10 Analysing the results -- chapter 11 Benchmarking and improving your performance -- chapter 12 The mirror survey -- chapter 13 Feedback -- chapter 14 The business case for customer satisfaction -- chapter 1 Self-completion questionnaire -- chapter 2 Telephone survey questionnaire -- chapter 3 Mirror survey questionnaire -- chapter 4 Satisfaction Benchmark -- chapter 5 Web links. | |
| 650 | 0 | |a Consumer satisfaction |x Evaluation. | |
| 650 | 6 | |a Consommateurs |x Satisfaction |x Évaluation. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |x Evaluation |2 fast | |
| 700 | 1 | |a Brierley, John, |e author. | |
| 700 | 1 | |a MacDougall, Rob, |e author. | |
| 776 | 0 | 8 | |i Print version: |z 9780566085956 |
| 856 | 4 | 0 | |l FWS01 |p ZDB-4-EBA |q FWS_PDA_EBA |u https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1552951 |3 Volltext |
| 938 | |a Internet Archive |b INAR |n howtomeasurecust0000hill_d0k3 | ||
| 938 | |a Askews and Holts Library Services |b ASKH |n AH33818343 | ||
| 938 | |a Askews and Holts Library Services |b ASKH |n AH33002379 | ||
| 938 | |a EBSCOhost |b EBSC |n 1552951 | ||
| 938 | |a ProQuest MyiLibrary Digital eBook Collection |b IDEB |n cis38455798 | ||
| 938 | |a Taylor & Francis |b TAFR |n 9781315253107 | ||
| 938 | |a YBP Library Services |b YANK |n 14863692 | ||
| 994 | |a 92 |b GEBAY | ||
| 912 | |a ZDB-4-EBA | ||
| 049 | |a DE-863 | ||
Datensatz im Suchindex
| DE-BY-FWS_katkey | ZDB-4-EBA-ocn994401779 |
|---|---|
| _version_ | 1816882395786248193 |
| adam_text | |
| any_adam_object | |
| author | Hill, Nigel, 1952- Brierley, John MacDougall, Rob |
| author_GND | http://id.loc.gov/authorities/names/n96026262 |
| author_facet | Hill, Nigel, 1952- Brierley, John MacDougall, Rob |
| author_role | aut aut aut |
| author_sort | Hill, Nigel, 1952- |
| author_variant | n h nh j b jb r m rm |
| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.335 .H553 2017 |
| callnumber-search | HF5415.335 .H553 2017 |
| callnumber-sort | HF 45415.335 H553 42017 |
| callnumber-subject | HF - Commerce |
| collection | ZDB-4-EBA |
| contents | Chapter 1 Introduction -- chapter 2 Setting objectives and project planning -- chapter 3 Exploratory research -- chapter 4 Sampling -- chapter 5 Survey options -- chapter 6 Maximising response rates -- chapter 7 Questionnaire design -- chapter 8 Rating scales -- chapter 9 Introducing the survey -- chapter 10 Analysing the results -- chapter 11 Benchmarking and improving your performance -- chapter 12 The mirror survey -- chapter 13 Feedback -- chapter 14 The business case for customer satisfaction -- chapter 1 Self-completion questionnaire -- chapter 2 Telephone survey questionnaire -- chapter 3 Mirror survey questionnaire -- chapter 4 Satisfaction Benchmark -- chapter 5 Web links. |
| ctrlnum | (OCoLC)994401779 |
| dewey-full | 658.8343 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8343 |
| dewey-search | 658.8343 |
| dewey-sort | 3658.8343 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 2nd edition. |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>04928cam a2200745Mi 4500</leader><controlfield tag="001">ZDB-4-EBA-ocn994401779</controlfield><controlfield tag="003">OCoLC</controlfield><controlfield tag="005">20241004212047.0</controlfield><controlfield tag="006">m o d </controlfield><controlfield tag="007">cr cn|||||||||</controlfield><controlfield tag="008">170718r20171999enka o 001 0 eng d</controlfield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">TYFRS</subfield><subfield code="b">eng</subfield><subfield code="e">rda</subfield><subfield code="e">pn</subfield><subfield code="c">TYFRS</subfield><subfield code="d">OCLCO</subfield><subfield code="d">IDEBK</subfield><subfield code="d">OCLCF</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">YDX</subfield><subfield code="d">N$T</subfield><subfield code="d">NLE</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">UKMGB</subfield><subfield code="d">UWO</subfield><subfield code="d">TYFRS</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">NLW</subfield><subfield code="d">UKAHL</subfield><subfield code="d">OCLCO</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">SFB</subfield><subfield code="d">INARC</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">OCLCO</subfield><subfield code="d">OCLCL</subfield><subfield code="d">TMA</subfield><subfield code="d">OCLCQ</subfield></datafield><datafield tag="015" ind1=" " ind2=" "><subfield code="a">GBB811651</subfield><subfield code="2">bnb</subfield></datafield><datafield tag="016" ind1="7" ind2=" "><subfield code="a">018423849</subfield><subfield code="2">Uk</subfield></datafield><datafield tag="019" ind1=" " ind2=" "><subfield code="a">994643542</subfield><subfield code="a">1001979469</subfield><subfield code="a">1003990874</subfield><subfield code="a">1005455816</subfield><subfield code="a">1005684148</subfield><subfield code="a">1017718552</subfield><subfield code="a">1019992920</subfield><subfield code="a">1021146743</subfield><subfield code="a">1022212303</subfield><subfield code="a">1022758685</subfield><subfield code="a">1027162851</subfield><subfield code="a">1029448095</subfield><subfield code="a">1031316084</subfield><subfield code="a">1034581734</subfield><subfield code="a">1037704985</subfield><subfield code="a">1385459595</subfield><subfield code="a">1390572072</subfield><subfield code="a">1396884817</subfield><subfield code="a">1397420931</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781315253107</subfield><subfield code="q">(e-book)</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1315253100</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1351930052</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781351930055</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781351930048</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1351930044</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="z">1138407852</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="z">9781138407855</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="z">9780566085956</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="z">1351930036</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)994401779</subfield><subfield code="z">(OCoLC)994643542</subfield><subfield code="z">(OCoLC)1001979469</subfield><subfield code="z">(OCoLC)1003990874</subfield><subfield code="z">(OCoLC)1005455816</subfield><subfield code="z">(OCoLC)1005684148</subfield><subfield code="z">(OCoLC)1017718552</subfield><subfield code="z">(OCoLC)1019992920</subfield><subfield code="z">(OCoLC)1021146743</subfield><subfield code="z">(OCoLC)1022212303</subfield><subfield code="z">(OCoLC)1022758685</subfield><subfield code="z">(OCoLC)1027162851</subfield><subfield code="z">(OCoLC)1029448095</subfield><subfield code="z">(OCoLC)1031316084</subfield><subfield code="z">(OCoLC)1034581734</subfield><subfield code="z">(OCoLC)1037704985</subfield><subfield code="z">(OCoLC)1385459595</subfield><subfield code="z">(OCoLC)1390572072</subfield><subfield code="z">(OCoLC)1396884817</subfield><subfield code="z">(OCoLC)1397420931</subfield></datafield><datafield tag="037" ind1=" " ind2=" "><subfield code="a">1018280</subfield><subfield code="b">MIL</subfield></datafield><datafield tag="050" ind1=" " ind2="4"><subfield code="a">HF5415.335</subfield><subfield code="b">.H553 2017</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">BUS</subfield><subfield code="x">082000</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">BUS</subfield><subfield code="x">041000</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">BUS</subfield><subfield code="x">042000</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">BUS</subfield><subfield code="x">085000</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="082" ind1="1" ind2="4"><subfield code="a">658.8343</subfield><subfield code="b">H654</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">MAIN</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Hill, Nigel,</subfield><subfield code="d">1952-</subfield><subfield code="e">author.</subfield><subfield code="1">https://id.oclc.org/worldcat/entity/E39PCjCH3HkY4Xq883xgyv6Jwy</subfield><subfield code="0">http://id.loc.gov/authorities/names/n96026262</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">How to measure customer satisfaction /</subfield><subfield code="c">Nigel Hill, John Brierley and Rob MacDougall.</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">2nd edition.</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">[Oxon, England] :</subfield><subfield code="b">Routledge,</subfield><subfield code="c">2017.</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 online resource (viii, 151 pages) :</subfield><subfield code="b">illustrations</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="a">text</subfield><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="a">computer</subfield><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="a">online resource</subfield><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Originally published 1999 by Gower Publishing.</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes index.</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">"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!"--Provided by publisher.</subfield></datafield><datafield tag="505" ind1="0" ind2=" "><subfield code="a">Chapter 1 Introduction -- chapter 2 Setting objectives and project planning -- chapter 3 Exploratory research -- chapter 4 Sampling -- chapter 5 Survey options -- chapter 6 Maximising response rates -- chapter 7 Questionnaire design -- chapter 8 Rating scales -- chapter 9 Introducing the survey -- chapter 10 Analysing the results -- chapter 11 Benchmarking and improving your performance -- chapter 12 The mirror survey -- chapter 13 Feedback -- chapter 14 The business case for customer satisfaction -- chapter 1 Self-completion questionnaire -- chapter 2 Telephone survey questionnaire -- chapter 3 Mirror survey questionnaire -- chapter 4 Satisfaction Benchmark -- chapter 5 Web links.</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Consumer satisfaction</subfield><subfield code="x">Evaluation.</subfield></datafield><datafield tag="650" ind1=" " ind2="6"><subfield code="a">Consommateurs</subfield><subfield code="x">Satisfaction</subfield><subfield code="x">Évaluation.</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS</subfield><subfield code="x">Industrial Management.</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS</subfield><subfield code="x">Management.</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS</subfield><subfield code="x">Management Science.</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS</subfield><subfield code="x">Organizational Behavior.</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Consumer satisfaction</subfield><subfield code="x">Evaluation</subfield><subfield code="2">fast</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Brierley, John,</subfield><subfield code="e">author.</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">MacDougall, Rob,</subfield><subfield code="e">author.</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Print version:</subfield><subfield code="z">9780566085956</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="l">FWS01</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FWS_PDA_EBA</subfield><subfield code="u">https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1552951</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">Internet Archive</subfield><subfield code="b">INAR</subfield><subfield code="n">howtomeasurecust0000hill_d0k3</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">Askews and Holts Library Services</subfield><subfield code="b">ASKH</subfield><subfield code="n">AH33818343</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">Askews and Holts Library Services</subfield><subfield code="b">ASKH</subfield><subfield code="n">AH33002379</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">EBSCOhost</subfield><subfield code="b">EBSC</subfield><subfield code="n">1552951</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">ProQuest MyiLibrary Digital eBook Collection</subfield><subfield code="b">IDEB</subfield><subfield code="n">cis38455798</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">Taylor & Francis</subfield><subfield code="b">TAFR</subfield><subfield code="n">9781315253107</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">YBP Library Services</subfield><subfield code="b">YANK</subfield><subfield code="n">14863692</subfield></datafield><datafield tag="994" ind1=" " ind2=" "><subfield code="a">92</subfield><subfield code="b">GEBAY</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-4-EBA</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-863</subfield></datafield></record></collection> |
| id | ZDB-4-EBA-ocn994401779 |
| illustrated | Illustrated |
| indexdate | 2024-11-27T13:27:56Z |
| institution | BVB |
| isbn | 9781315253107 1315253100 1351930052 9781351930055 9781351930048 1351930044 |
| language | English |
| oclc_num | 994401779 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource (viii, 151 pages) : illustrations |
| psigel | ZDB-4-EBA |
| publishDate | 2017 |
| publishDateSearch | 1999 2017 |
| publishDateSort | 2017 |
| publisher | Routledge, |
| record_format | marc |
| spelling | Hill, Nigel, 1952- author. https://id.oclc.org/worldcat/entity/E39PCjCH3HkY4Xq883xgyv6Jwy http://id.loc.gov/authorities/names/n96026262 How to measure customer satisfaction / Nigel Hill, John Brierley and Rob MacDougall. 2nd edition. [Oxon, England] : Routledge, 2017. 1 online resource (viii, 151 pages) : illustrations text txt rdacontent computer c rdamedia online resource cr rdacarrier Originally published 1999 by Gower Publishing. Includes index. "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!"--Provided by publisher. Chapter 1 Introduction -- chapter 2 Setting objectives and project planning -- chapter 3 Exploratory research -- chapter 4 Sampling -- chapter 5 Survey options -- chapter 6 Maximising response rates -- chapter 7 Questionnaire design -- chapter 8 Rating scales -- chapter 9 Introducing the survey -- chapter 10 Analysing the results -- chapter 11 Benchmarking and improving your performance -- chapter 12 The mirror survey -- chapter 13 Feedback -- chapter 14 The business case for customer satisfaction -- chapter 1 Self-completion questionnaire -- chapter 2 Telephone survey questionnaire -- chapter 3 Mirror survey questionnaire -- chapter 4 Satisfaction Benchmark -- chapter 5 Web links. Consumer satisfaction Evaluation. Consommateurs Satisfaction Évaluation. BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction Evaluation fast Brierley, John, author. MacDougall, Rob, author. Print version: 9780566085956 FWS01 ZDB-4-EBA FWS_PDA_EBA https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1552951 Volltext |
| spellingShingle | Hill, Nigel, 1952- Brierley, John MacDougall, Rob How to measure customer satisfaction / Chapter 1 Introduction -- chapter 2 Setting objectives and project planning -- chapter 3 Exploratory research -- chapter 4 Sampling -- chapter 5 Survey options -- chapter 6 Maximising response rates -- chapter 7 Questionnaire design -- chapter 8 Rating scales -- chapter 9 Introducing the survey -- chapter 10 Analysing the results -- chapter 11 Benchmarking and improving your performance -- chapter 12 The mirror survey -- chapter 13 Feedback -- chapter 14 The business case for customer satisfaction -- chapter 1 Self-completion questionnaire -- chapter 2 Telephone survey questionnaire -- chapter 3 Mirror survey questionnaire -- chapter 4 Satisfaction Benchmark -- chapter 5 Web links. Consumer satisfaction Evaluation. Consommateurs Satisfaction Évaluation. BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction Evaluation fast |
| title | How to measure customer satisfaction / |
| title_auth | How to measure customer satisfaction / |
| title_exact_search | How to measure customer satisfaction / |
| title_full | How to measure customer satisfaction / Nigel Hill, John Brierley and Rob MacDougall. |
| title_fullStr | How to measure customer satisfaction / Nigel Hill, John Brierley and Rob MacDougall. |
| title_full_unstemmed | How to measure customer satisfaction / Nigel Hill, John Brierley and Rob MacDougall. |
| title_short | How to measure customer satisfaction / |
| title_sort | how to measure customer satisfaction |
| topic | Consumer satisfaction Evaluation. Consommateurs Satisfaction Évaluation. BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction Evaluation fast |
| topic_facet | Consumer satisfaction Evaluation. Consommateurs Satisfaction Évaluation. BUSINESS & ECONOMICS Industrial Management. BUSINESS & ECONOMICS Management. BUSINESS & ECONOMICS Management Science. BUSINESS & ECONOMICS Organizational Behavior. Consumer satisfaction Evaluation |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1552951 |
| work_keys_str_mv | AT hillnigel howtomeasurecustomersatisfaction AT brierleyjohn howtomeasurecustomersatisfaction AT macdougallrob howtomeasurecustomersatisfaction |