Improv Your Measurement of Cust Satisfaction:
Marketing Metrics President Vavra (Pace U.; White Plains, NY) details the philosophy and key issues of customer satisfaction measurement (CSM). CSM entails gaining access to a customer base, assessing performance via survey design and data collection, analytical and graphing tools for reporting, and
Format:Hardcover
Language:English
ISBN:0873894057
ISBN13:9780873894050
Release Date:June 1997
Publisher:ASQ Quality Press
Length:300 Pages
Weight:2.10 lbs.
Customer Reviews
2 ratings
Useful
Published by Thriftbooks.com User , 16 years ago
Its very useful for people like me who are working in custumer satisfaction and loyalty
A comprehensive guidebook
Published by Thriftbooks.com User , 26 years ago
I strongly recommend this book to anyone involved in measuring customer satisfaction, including market research practitioners. It takes the reader on a logical journey from the theories of customer satisfaction/loyalty to the practical realities of conducting a meaningful survey that provides useful and valid information. There are lots of up-to-date examples of scales, analytic procedures, and best practices. I have at least 10 Post-Its in my copy, and expect the book to become well-worn as I am referring to it constantly.
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