Home

Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

About
Contact Us
Shipping Options

How to Measure Customer Satisfaction, 2nd edition
by Nigel Hill, John Brierley, & Rob MacDougall, softcover,
151 pages, 2004, $39.95

Quantity:

Overview

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, How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) program. To be effective, a CSM program 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 program throughout the organization, the second key requirement for its long-term success. 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!

Table of Contents

  1. Introduction
  2. Setting objectives and project planning
  3. Exploratory research
  4. Sampling
  5. Survey options
  6. Maximizing 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. Internal survey questionnaire
  4. Satisfaction benchmark

Index.


The Resource Center for Customer Service Professionals
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 1997-2012  Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 17, 2012