Customer Satisfaction Handbook Prepared by The Charter Oak Group, LLC. There are several principles of customer satisfaction measurement which h ave shaped the. The NOOK Book (eBook) of the The Handbook of Customer Satisfaction and Loyalty Measurement by Nigel Hill, Jim Alexander at Barnes & Noble.

'This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty.

The research process is explained in detail, including questionnaire design, analysis and reporting but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey as well as providing internal feedback and taking effective action to address issues raised by the survey.' Rating: (not yet rated) Subjects • • • • More like this •. Navisworks Dom Windows 7.