How to Measure Customer Satisfaction

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 of How to Measure Customer Satisfaction 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.If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

Nigel Hill is founding Director of The Leadership Factor Ltd. John Brierley is Principal Consultant with The Leadership Factor Ltd and is highly experienced in all aspects of CSM Rob MacDougall is Managing Director of The Leadership Factor Pty Ltd and has many years experience across the consumer goods, hospitality and industrial market sectors