How to Measure Customer Satisfaction

by Nigel Hill, John Brierley, Rob MacDougall

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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 a...more

Paperback, 151 pages

Published December 1st 2003 by Gower Publishing Company (first published 1999)

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Oct 13, 2008

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Books by Nigel Hill

Customer Satisfaction: The Customer Experience Through The Customer's Eyes

Handbook of Customer Satisfaction Measurement

Customer Satisfaction Measurement for ISO 9000: 2000

Cómo Medir La Satisfacción Del Cliente

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