Customer Satisfaction Surveys - A Practical Guide To Making Them Work

Most mid- to large businesses have to undertake regular customer satisfaction surveys because their quality procedures say so.  This book is designed to help these organisations turn what is seen by many as a 'task' into a very profitable exercise - listening to the feedback from the organisation's most valuable asset - their customers - and then taking action.  The authors have been conducting business-to-business customer satisfaction surveys around the world since 1989.