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· 제목 : How to Measure Customer Satisfaction (Hardcover, 2 ed)
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9781138407855
· 쪽수 : 160쪽
· 출판일 : 2017-08-11
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9781138407855
· 쪽수 : 160쪽
· 출판일 : 2017-08-11
목차
Contents: Introduction; Setting objectives and project planning; Exploratory research; Sampling; Survey options; Maximising response rates; Questionnaire design; Rating scales; Introducing the survey; Analysing the results; Benchmarking and improving your performance; The mirror survey; Feedback; The business case for customer satisfaction. Appendices: Self-completion questionnaire; Telephone survey questionnaire; Mirror survey questionnaire; Satisfaction benchmark; Web links; Index.
