Measuring Customer Satisfaction : Hot Buttons and Other Measurement Issues

Rating:
Summary: A useful primer
Review: Measuring customer satisfaction (or at least doing it well) is more complicated than it seems, and this book provides a good overview of the many issues that need to be considered. The book would be great background reading for anyone thinking of implementing a customer satisfaction measurement system. Experienced researchers won't find a lot that's new, but may benefit from the review of familiar approaches and by becoming reacquainted with some less frequently used techniques.

Rating:
Summary: A useful primer
Review: Measuring customer satisfaction (or at least doing it well) is more complicated than it seems, and this book provides a good overview of the many issues that need to be considered. The book would be great background reading for anyone thinking of implementing a customer satisfaction measurement system. Experienced researchers won't find a lot that's new, but may benefit from the review of familiar approaches and by becoming reacquainted with some less frequently used techniques.