The Handbook of customer satisfaction and loyalty measurement / Nigel Hill and Jim Alexander

By:

Hill, Nigel

Contributor(s):

Alexander, Jim

Material type: Text

TextPublication details: Hampshire : Gower Publishing, 2006Edition: 3rd edDescription: xiv, 273p, 25cmISBN:

0566087448

Subject(s):

DDC classification:

658.8343 HIL

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Holdings
Item type	Current library	Call number	Status	Date due	Barcode	Item holds
Book	Calcutta	658.8343 HIL (Browse shelf(Opens below))	Available		IIMC-119831

Total holds: 0

This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. 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 as well as providing internal feedback and taking effective action to address issues raised by the survey.

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