How to Measure Customer Satisfaction

This concise guide outlines each step of designing and implementing a CSM survey, emphasizing accurate and credible measures and highlighting common blunders. Three consultants consider the importance of customer satisfaction and explain its implications for every aspect of a business organization. Appendices contains sample questionnaires and a web directory. Distributed by Ashgate. Annotation c2004 Book News, Inc., Portland, OR (booknews.com)

Nigel Hill is founding Director of The Leadership Factor Ltd, a company which specializes in customer satisfaction measurement. He is author of the Handbook of Customer Satisfaction and Loyalty Measurement, Second Edition, also published by Gower, as well as many articles on the subject. John Brierley is Principal Consultant with The Leadership Factor Ltd and is highly experienced in all aspects of CSM. Before moving into research he held the positions of production manager and general manager in the electronics industry, and commercial manager in the service sector. Rob MacDougall is Managing Director of The Leadership Factor Pty Ltd and has 16 years' experience across the consumer goods, hospitality and industrial market sectors. His responsibilities have included marketing strategy, market research, customer satisfaction measurement and advertising.