How To Measure Customer Satisfaction PDF Download
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Author | : Nigel Hill |
Publisher | : Routledge |
Total Pages | : 160 |
Release | : 2017-07-05 |
Genre | : Business & Economics |
ISBN | : 1351930044 |
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Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Author | : Nigel Hill |
Publisher | : Routledge |
Total Pages | : 349 |
Release | : 2017-03-02 |
Genre | : Business & Economics |
ISBN | : 1351888552 |
Download The Handbook of Customer Satisfaction and Loyalty Measurement Book in PDF, ePub and Kindle
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.
Author | : Nigel Hill |
Publisher | : Taylor & Francis |
Total Pages | : 161 |
Release | : 2017-07-05 |
Genre | : Business & Economics |
ISBN | : 1351930052 |
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The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Author | : James H. Myers |
Publisher | : South Western Educational Publishing |
Total Pages | : 0 |
Release | : 1999 |
Genre | : Consumer satisfaction |
ISBN | : 9780877572763 |
Download Measuring Customer Satisfaction Book in PDF, ePub and Kindle
To be competitive in today’s markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you’ll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today’s customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.
Author | : Nigel Hill |
Publisher | : Gower Publishing, Ltd. |
Total Pages | : 312 |
Release | : 2000 |
Genre | : Business & Economics |
ISBN | : 9780566081941 |
Download Handbook of Customer Satisfaction and Loyalty Measurement Book in PDF, ePub and Kindle
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. This new edition includes four new chapters on loyalty measurement.
Author | : Terry G. Vavra |
Publisher | : Quality Press |
Total Pages | : 509 |
Release | : 2001-09-25 |
Genre | : Business & Economics |
ISBN | : 0873898303 |
Download Improving Your Measurement of Customer Satisfaction Book in PDF, ePub and Kindle
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
Author | : Bob E. Hayes |
Publisher | : ASQ Quality Press |
Total Pages | : 182 |
Release | : 1992 |
Genre | : Business & Economics |
ISBN | : |
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"The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . ." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved
Author | : Terry G. Vavra |
Publisher | : |
Total Pages | : 0 |
Release | : 1997 |
Genre | : Consumer satisfaction |
ISBN | : 9780873894050 |
Download Improving Your Measurement of Customer Satisfaction Book in PDF, ePub and Kindle
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. it also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization. Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection *Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).
Author | : Michael Johnson & Andres Gustafsson |
Publisher | : John Wiley & Sons |
Total Pages | : 240 |
Release | : 2006-09 |
Genre | : |
ISBN | : 9788126509393 |
Download Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System Book in PDF, ePub and Kindle
Author | : Matthew Dixon |
Publisher | : Penguin |
Total Pages | : 258 |
Release | : 2013-09-12 |
Genre | : Business & Economics |
ISBN | : 1591845815 |
Download The Effortless Experience Book in PDF, ePub and Kindle
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.