The Handbook of Customer Satisfaction and Loyalty Measurement
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Auteur:
Nigel Hill
Jim Alexander
Co-auteur:
Jim Alexander
- Engels
- Paperback
- 9781032838687
- 24 juni 2024
- 288 pagina's
Samenvatting
The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. 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. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. 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. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
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- Paperback
- Oorspronkelijke releasedatum
- 24 juni 2024
- Aantal pagina's
- 288
- Illustraties
- Nee
Betrokkenen
- Hoofdauteur
- Nigel Hill
- Tweede Auteur
- Jim Alexander
- Co Auteur
- Jim Alexander
- Hoofduitgeverij
- Routledge
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- Editie
- 3
- Product breedte
- 174 mm
- Product lengte
- 246 mm
- Studieboek
- Nee
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- 174 mm
- Verpakking lengte
- 246 mm
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- EAN
- 9781032838687
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