Annual Member
| Author | Hill, Nigel, 1952- |
|---|---|
| Title | How to measure customer satisfaction / Nigel Hill, John Brierley, and Rob MacDougall |
| Imprint | Aldershot : Gower, c2003 |
| Edition | 2nd ed |
| Descript | viii, 151 p. : ill. ; 24 cm |
Setting objectives and project planning -- Exploratory research -- Sampling -- Survey options -- Maximising response rates -- Questionnaire design -- Rating scales -- Introducing the survey -- Analysing the results -- Benchmarking and improving your performance -- Mirror survey -- Feedback -- Business case for customer satisfaction
| LOCATION | CALL# | STATUS |
|---|---|---|
| Central Library (4th Floor) | 658.8343 H647H | CHECK SHELVES |
| Chula Business School Library | 658.8343 H647H 2003 | CHECK SHELVES |
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