Measuring Customer Satisfaction and Loyalty

Measuring Customer Satisfaction and Loyalty

4.11 - 1251 ratings - Source

qThe third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty.q qReaders will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.q--BOOK JACKET.House of Teeth Insurance, Inc., is concerned about your satisfaction as our customer. We are striving to ... The office was clean. 8. The office ... The dentist/ staff told me how much the dental work would cost before beginning the treatment. 12.

Title:Measuring Customer Satisfaction and Loyalty
Author:Bob E. Hayes
Publisher:ASQ Quality Press - 2008


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