Customer Satisfaction and Loyalty Assessment Manual

Author: Nigel Hill
Publisher:
Publish Date: 2004-03-01
Features: In this book, the author not only analyzes the essence of loyalty but also provides detailed methods for assessing this complex concept. Additionally, he explains satisfaction—the profit chain and related modeling and prediction techniques. The book outlines how to assess customer satisfaction and how to leverage assessment information to enhance business performance, thereby maximizing customer satisfaction. In short, the book helps you increase profits by "going the extra mile in areas that matter most to customers." The "Handbook of Customer Satisfaction and Loyalty Measurement" comprehensively analyzes how to understand customer satisfaction and loyalty through surveys, guiding readers step by step through the process of designing surveys, conducting them, and generating accurate results for customer satisfaction and loyalty. The book not only thoroughly explains research processes such as survey questionnaire design, analysis, and summarization but also examines the factors influencing the formation of customer satisfaction. This includes not only project planning, communication with customers before, during, and after the survey but also internal feedback and taking effective actions to address issues identified in the survey.