Product Description
Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company the ability to measure what your customers think of you is essential - and so is this book!
Routledge How To Measure Customer Satisfaction 09781138407855
Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company the ability to measure what your customers think of you is essential - and so is this book!
Related Products
£17.99
Amazon
£144.00
£180.00
Routledge
£31.54
Amazon
£23.99
£29.99
Routledge
£17.58
Amazon
£24.35
Amazon
£10.99
Amazon
£13.69
Hive Books
£13.69
Hive Books
Delivery, Returns & Refunds
Delivery
Sellers offer a range of delivery options, so you can choose the one that’s most convenient for you. Many sellers offer free delivery. You can always find the postage cost and estimated delivery date in a seller’s listing. You'll then be able to see a full list of delivery options during checkout. These can include: Express delivery, Standard delivery, Economy delivery, Click & Collect, Free local collection from seller.
Returns
Your options for returning an item vary depending on what you want to return, why you want to return it, and the seller's return policy. If the item is damaged or doesn't match the listing description, you can return it even if the seller's returns policy says they don't accept returns. If you've changed your mind and no longer want an item, you can still request a return, but the seller doesn't have to accept it. If the buyer changes their mind about a purchase and wants to return an item, they may need to pay return postage costs, depending on the seller's return policy. Sellers can provide a return postage address and additional return postage information for the buyer. Sellers pay for return postage if there's a problem with the item. For example, if the item doesn't match the listing description, is damaged or defective or is counterfeit. By law, customers in the European Union also have the right to cancel the purchase of an item within 14 days beginning from the day you receive, or a third party indicated by you (other than the carrier) receives, the last good ordered by you (if delivered separately). This applies to all products except for digital items (e.g. Digital Music) that are provided immediately to you with your acknowledgement, and other items such as video, DVD, audio, video games, Sex and Sensuality products and software products where the item has been unsealed.
Refunds
Sellers have to offer a refund for certain items only if they are faulty, such as: Personalised items and custom-made items, Perishable items, Newspapers and magazines, Unwrapped CDs DVDs and computer software. If you used your PayPal balance or bank account to fund the original payment, the refunded money will go back to your PayPal account balance. If you used a credit or debit card to fund the original payment, the refunded money will go back to your card. The seller will effect the refund within three working days but it may take up to 30 days for Paypal to process the transfer. For payments funded partially by a card and partially by your balance/bank, the money taken from your card will go back to your card and the remainder will return to your PayPal balance.