Rao, Ajit, 1962-

The little book of big customer satisfaction measurement / Ajit Rao, Subhash Chandra. - New Delhi Sage Response 2012 - xvi, 164 pages : illustrations ; 21 cm

Includes bibliographical references (pages 161-162).

Preface -- Acknowledgments -- Introduction -- The basic truths of customer satisfaction -- The measurement tools -- Converging brand and the customer -- The loyalty convergence -- NPS : is it the ultimate question? -- Benchmarking and normative databases -- Implementing the survey findings -- Appendices -- Bibliography -- About the authors.

9788132109785 (pbk. : alk. paper)

2012040734


Consumer satisfaction.

HF5415.335 / .R36 2012

658.812 / 40435