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Researching customer satisfaction & loyalty: how to find out what people really think
Researching customer satisfaction & loyalty: how to find out what people really think
Author
Szwarc, Paul
Publisher
Kogan Page
Publication Date
2005
Language
English
Book
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Table of Contents
From the Book
I: Introduction and theory
Introduction to customer satisfaction and loyalty
Theories and strategies for measuring and improving customer satisfaction and loyalty
Qualitative research
Quantitative research
II: Getting started
The project briefing
The proposal
Sampling
What to ask
III: 'Touching' the consumer
Facing the consumer
IV: Outputs
Analysis
Reporting the findings
V: What lies ahead?
What lies ahead?
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Subjects
Subjects
Consumer satisfaction
Customer loyalty
More Details
ISBN
9780749443368
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