Books by Nigel Hill

Customer satisfaction and loyalty are important to most organisations since the financial benefits from improving them have been well documented. This book presents an examination of how to use research to understand customer satisfaction and loyalty, and talks about the process of designing and conducting a survey to generate accurate measures.

Written by three leading practitioners, this is a practical guide to running an effective customer satisfaction measurement programme. The book also covers ways of gaining understanding and ownership of the CSM programme throughout the organisation.