Measuring Customer Satisfaction and Loyalty
Survey Design, Use, and Statistical Analysis Methods
by:
Bob E. Hayes
Summary:
The book provides a comprehensive guide on creating, administering, and analyzing customer satisfaction and loyalty surveys, emphasizing the importance of these metrics in understanding consumer behavior. It covers various statistical techniques and methodologies for interpreting survey data to improve business strategies and customer relationship management.
Key points:
1. Customer Satisfaction and Loyalty as Key Metrics: The book highlights the importance of tracking customer satisfaction and loyalty to predict company performance. Happy customers tend to stay loyal and promote the business, making these metrics crucial for strategic planning.
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