Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs

by Terry G. Vavra

List Price:	~~$47.25~~
Amazon Price:	$47.25 & eligible for FREE Super Saver Shipping on orders over $25.
Average Rating:
Lowest New Price:	$37.79
Availablitiy:	Usually ships in 24 hours

Editorial Reviews
Product Description
Since more and more attention is being focused on customer value management, it is important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. Vavra provides rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.

Customers who bought this item also bought

All Customer Reviews
Average Customer Review: 5 out of 5 stars

1 of 4 people found the following review helpful:

5 out of 5 stars

Useful, 2008-02-10
Its very useful for people like me who are working in custumer satisfaction and loyalty

45 of 46 people found the following review helpful:

5 out of 5 stars

A comprehensive guidebook, 1998-12-03
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.

Price is accurate as of the date/time indicated. Prices and product availability are subject to change. Any price displayed on the Amazon website at the time of purchase will govern the sale of this product.