The Handbook of Customer Satisfaction and Loyalty Measurement (Hardback)
  • The Handbook of Customer Satisfaction and Loyalty Measurement (Hardback)
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The Handbook of Customer Satisfaction and Loyalty Measurement (Hardback)

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£110.00
Hardback 288 Pages / Published: 28/09/2006
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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.

Publisher: Taylor & Francis Ltd
ISBN: 9780566087448
Number of pages: 288
Weight: 748 g
Dimensions: 246 x 174 mm
Edition: 3rd edition


MEDIA REVIEWS
Reviews of the previous editions: '... if you can't tell your PFIs from your PIMs then this is the tome to put you straight.' Loyalty Magazine 'A pragmatic tour-de-force. A comprehensive "how-to" guide to customer satisfaction and loyalty measurement. Clearly written. Easy to follow. In all, a book that sets itself an objective in Chapter 1 - to "explain how to carry out professional customer surveys...on which you can base important management decisions" - and then hammers on to fulfil its brief comprehensively.' The Institute of Direct Marketing Website

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