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AuthorHill, Nigel, 1952-
TitleHow 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

Consumer satisfaction -- Evaluation

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