Researching Customer Satisfaction & Loyalty: How to Find Out What People Really Think

Section - ONE: Introduction and theory Chapter - 01: Introduction to customer satisfaction and loyalty Chapter - 02: Theories and strategies for measuring and improving customer satisfaction and loyalty Chapter - 03: Qualitative research Chapter - 04: Quantitative research Section - TWO: Getting started Chapter - 05: The project briefing Chapter - 06: The proposal Chapter - 07: Sampling Chapter - 08: What to ask Section - THREE: 'Touching' the consumer Chapter - 09: Facing the consumer Section - FOUR: Outputs Chapter - 10: Analysis Chapter - 11: Reporting the findings Section - FIVE: What lies ahead? Chapter - 12: What lies ahead?