Measuring Customer Satisfaction: Development and Use of Questionnaires

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9780873891318: Measuring Customer Satisfaction: Development and Use of Questionnaires

Unless companies have the tools to accurately measure customer perceptions, their improvement programs may be based on data that is speculative, irrelevant, or downright misleading. Hayes reduces this risk by providing time-tested methods for collecting information and using it to make better business decisions. This strategic guide helps companies identify customer expectations and develop questions that measure how well they are met and evaluate the reliability and validity of any questionnaire to ensure that it generates accurate and relevant data.

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Hayes, Bob E.
Published by Irwin Professional Pub (1992)
ISBN 10: 0873891317 ISBN 13: 9780873891318
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Bob E. Hayes
Published by Irwin Professional Pub (1992)
ISBN 10: 0873891317 ISBN 13: 9780873891318
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Hayes, Bob E.
Published by Irwin Professional Pub
ISBN 10: 0873891317 ISBN 13: 9780873891318
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