How to measure customer satisfaction (2nd ed)

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets.

Satisfaction drives loyalty and loyalty drives business performance.

This new edition 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 programme throughout the organization and clarifies the business case for customer satisfaction.