The little book of big customer satisfaction measurement /
Rao, Ajit,
The little book of big customer satisfaction measurement / Ajit Rao and Subhash Chandra. - xvi, 164p.
Includes bibliographical references (pages 161-162).
Preface -- Acknowledgments -- Introduction -- The basic truths of customer satisfaction -- The measurement tools -- Converging brand and the customer -- The loyalty convergence -- NPS : is it the ultimate question? -- Benchmarking and normative databases -- Implementing the survey findings -- Appendices -- Bibliography -- About the authors.
9788132109785 (pbk. : alk. paper)
Consumer satisfaction.
658.812 / RAO-L
The little book of big customer satisfaction measurement / Ajit Rao and Subhash Chandra. - xvi, 164p.
Includes bibliographical references (pages 161-162).
Preface -- Acknowledgments -- Introduction -- The basic truths of customer satisfaction -- The measurement tools -- Converging brand and the customer -- The loyalty convergence -- NPS : is it the ultimate question? -- Benchmarking and normative databases -- Implementing the survey findings -- Appendices -- Bibliography -- About the authors.
9788132109785 (pbk. : alk. paper)
Consumer satisfaction.
658.812 / RAO-L