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Measuring Customer Satisfaction and Loyalty, Third Edition: by Bob E. Hayes

By Bob E. Hayes

"The 3rd variation of this best-seller updates its specific information regarding easy methods to build, overview, and use questionnaires, and provides a completely new bankruptcy on purchaser loyalty." "Readers will achieve a legitimate take hold of of the clinical method used to build and use questionnaires using the author's systematic technique. they are going to be in a position to pinpoint and concentrate on the main suitable issues, and research both Read more...

summary: "The 3rd version of this best-seller updates its distinctive information regarding how one can build, assessment, and use questionnaires, and provides a wholly new bankruptcy on shopper loyalty." "Readers will achieve a legitimate grab of the medical technique used to build and use questionnaires using the author's systematic process. they are going to be in a position to pinpoint and concentrate on the main correct themes, and examine either the qualitative and quantitative facets of questionnaire layout and evaluate. those and plenty of extra vital clinical rules are provided in uncomplicated, comprehensible terms."--Jacket

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Additional info for Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods

Example text

To enable companies to assess their customers’ attitudes, technical guidelines on the development of customer satisfaction questionnaires must keep pace with this ever increasing emphasis on customer satisfaction issues. The following chapters contain guidance on an appropriate method for developing and using questionnaires. MODEL OF CUSTOMER SATISFACTION QUESTIONNAIRE DEVELOPMENT AND USE As an introduction to the remainder of the book, I would like to present a basic model describing the development and use of customer satisfaction questionnaires.

The car rides smoothly, even at high speeds. VIII. The car handled corners well. 20. The car handles corners well. 21. I could negotiate corners very well. 22. The car would consistently skid around tight corners. Overall Satisfaction with Automobile IX. I enjoyed driving the car. X. I liked the overall driving experience of the car. XI. The drive was excellent. 6 Critical incidents, satisfaction items, and customer requirements related to the driving quality of automobiles. H1339-02 Chapter 2:H1339 6/7/08 3:19 PM Page 28 28 Chapter Two STATISTICAL SUPPORT The next illustration of the critical incidents technique applies to a statistical department that provides support to other departments within the organization.

They immediately helped me when I needed help. 3. I waited a short period of time to get help after I asked for it. Timeliness of support 1. They completed the job when expected. 2. They met my deadline(s). 3. They finished their responsibilities within the stated time frame. 4. The project was completed on time. Completeness of support 1. They ensured that every aspect of the job was completed. 2. They completed everything they said they would do. 3. They were there to provide help from the beginning to the end of the project.

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