THE SEVEN STAGES of FINDING OUT WHAT MATTERS MOST TO CUSTOMERS
Nigel Hill
(Founder and managing director of The Leadership Factor, a research company based in the UK and Australia which specializes in measuring satisfaction and loyalty, conducts CSM surveys for many blue‐chip companies and runs seminars on measuring customer and employee satisfaction. He is author of The Handbook of Customer Satisfaction Measurement and How to Measure Customer Satisfaction.)
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Abstract
Obtaining real value for an organization from surveys of customer satisfaction involves turning feedback into an accurate measure. Many companies fall down by overlooking or under‐emphasizing the key things you just have to get right.
Citation
Hill, N. (1999), "THE SEVEN STAGES of FINDING OUT WHAT MATTERS MOST TO CUSTOMERS", Measuring Business Excellence, Vol. 3 No. 1, pp. 31-35. https://doi.org/10.1108/eb025563
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited