How to measure customer satisfaction / Nigel Hill, John Brierley, and Rob MacDougall

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

CONTENT

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

Consumer satisfaction -- Evaluation

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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