Improv Your Measurement of Cust Satisfaction:

by Terry G. Vavra

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

Useful

Its very useful for people like me who are working in custumer satisfaction and loyalty

A comprehensive guidebook

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.