Books : Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
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Type of bind: Hardcover
Dewey Decimal Number: 658.812
EAN num: 9780873894050
ISBN number: 0873894057
Label: ASQ Quality Press
Manufacturer: ASQ Quality Press
Quantity: 1
Page Count: 490
Printing Date: June 01, 1997
Publishing house: ASQ Quality Press
Sale Popularity Level: 111025
Studio: ASQ Quality Press
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Editor's Notes and Comments:
Product Description:
Since more and more attention is being focused on customer value management, it is important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. Vavra provides rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.
User popularity level:
Rated by buyers -
Its very useful for people like me who are working in custumer satisfaction and loyalty
Rated by buyers -
I strongly recommend this book to anyone involved in measuring customer satisfaction, including market research practitioners. It takes the reader on a logical journey from the theories of customer satisfaction/loyalty to the practical realities of conducting a meaningful survey that provides useful and valid information. There are lots of up-to-date examples of scales, analytic procedures, and best practices. I have at least 10 Post-Its in my copy, and expect the book to become well-worn as I am referring to it constantly.
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