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...
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
[Oxon, England] :
Routledge,
2017.
|
| Edition: | 2nd edition. |
| Subjects: | |
| Online Access: | DE-862 DE-863 |
| Summary: | "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. |
| Item Description: | Originally published 1999 by Gower Publishing. Includes index. |
| Physical Description: | 1 online resource (viii, 151 pages) : illustrations |
| ISBN: | 9781315253107 1315253100 1351930052 9781351930055 9781351930048 1351930044 |
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MARC
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| 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 | ||
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| 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. | |
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Record in the Search Index
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| 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- |
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| building | Verbundindex |
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| callnumber-first | H - Social Science |
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| callnumber-raw | HF5415.335 .H553 2017 |
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| 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 |
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| id | ZDB-4-EBA-ocn994401779 |
| illustrated | Illustrated |
| indexdate | 2025-04-11T08:43:52Z |
| institution | BVB |
| isbn | 9781315253107 1315253100 1351930052 9781351930055 9781351930048 1351930044 |
| language | English |
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| open_access_boolean | |
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| 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 |
| 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 |
| work_keys_str_mv | AT hillnigel howtomeasurecustomersatisfaction AT brierleyjohn howtomeasurecustomersatisfaction AT macdougallrob howtomeasurecustomersatisfaction |