Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods

Bob E. Hayes

Jan 2008 · Quality Press

About this ebook

"The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty." "Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms."--BOOK JACKET.

Ratings and reviews

This book does not have all the content. Some of the images and figures are not here, which I found highly frustrating. I must edit this to say refresh the browser, and the figures appear.

About the author

Bob E. Hayes is the president and founder of Business Over Broadway (B.O.B.), providing consultation and direction to help companies maximize the value of their survey programs.