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The little book of big customer satisfaction measurement / Ajit Rao, Subhash Chandra.

By: Rao, Ajit, 1962-.
Contributor(s): Chandra, Subhash.
Material type: TextTextPublisher: New Delhi Sage Response 2012Description: xvi, 164 pages : illustrations ; 21 cm.ISBN: 9788132109785 (pbk. : alk. paper).Subject(s): Consumer satisfactionDDC classification: 658.812
Contents:
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.
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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.

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