Handbook of Customer Satisfaction and Loyalty Measurement

Handbook of Customer Satisfaction and Loyalty Measurement

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An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey.However, at the time of writing it remains virtually impossible to obtain a reliable sample of external customers using ... MAXIMIZING RESPONSE The more committed an organizationa#39;s customers and the more interested they are in a product or service the higher ... People who have just bought a new car will respond more readily to a postal satisfaction survey than will purchasers of ... As well as addressing the letter by name it is even better if it can refer to a specific transaction or otheranbsp;...

Title:Handbook of Customer Satisfaction and Loyalty Measurement
Author:Nigel Hill, Jim Alexander
Publisher:Gower Publishing, Ltd. - 2000-01-01


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