How to measure customer satisfaction /
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| Author / Creator: | Hill, Nigel, 1952- |
|---|---|
| Edition: | 2nd ed. |
| Imprint: | Aldershot, Hampshire, England ; Burlington, VT : Gower, c2003. |
| Description: | viii, 151 p. : ill. ; 25 cm. |
| Language: | English |
| Subject: | |
| Format: | E-Resource Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/5118140 |
Table of Contents:
- List of figures
- 1.. Introduction
- 2.. Setting objectives and project planning
- 3.. Exploratory research
- 4.. Sampling
- 5.. Survey options
- 6.. Maximising response rates
- 7.. Questionnaire design
- 8.. Rating scales
- 9.. Introducing the survey
- 10.. Analysing the results
- 11.. Benchmarking and improving your performance
- 12.. The mirror survey
- 13.. Feedback
- 14.. The business case for customer satisfaction
- Appendices
- 1.. Self-completion questionnaire
- 2.. Telephone survey questionnaire
- 3.. Mirror survey questionnaire
- 4.. Satisfaction Benchmark
- 5.. Web links
- Index
