Researching Customer Satisfaction and Loyalty

"Comprehensive and accessible guidance on all the practical tasks involved in creating and running projects." In-Store "Its greatest strength is that it preaches the virtues of being customer-centric. As the author rightly states, a dissatisfied customer represents a real cost to an organisation." www.mediaweek.co.uk "This guide to researching customer satisfaction and loyalty is divided into four sections which describe the different stages to be followed, from theory (quantitative and qualitative research) to the analysis of data, with the intermediate stages of the survey methodology (in-house research or through an agency) and the customer interview." EFMA Magazine "A guide to researching customer satisfaction from the viewpoints of clients and suppliers." Reference and Research Books "Does an outstanding job of answering or at least touching on nearly every question you might have as you contemplate a satisfaction research program." Quirk's Marketing Research Review "The Market Research in Practice series are excellent publications. They offer students the opportunity to study core topics separately and in depth." Graham Webb, Senior Programmes Manager, Marketing, Sales & Retail, Park Lane College, UK "The content is perfect for client company managers, for newcomers to research agencies and for students of marketing research...Readers who want to go further can choose from over 80 references." International Journal of Market Research "Its greatest strength is that it preaches the virtues of being customer-centric. As the author rightly states, a dissatisfied customer represents a real cost to an organisation." Media Week