Researching Customer Satisfaction & Loyalty: How to Find Out What People Really Think
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* Includes both a client and supplier perspective of market research on customer satisfaction and loyalty
1Introduction to customer satisfaction and loyalty32Theories and strategies for measuring and improving customer satisfaction and loyalty163Qualitative research374Quantitative research555The project briefing736The proposal917Sampling1118What to ask1259Facing the consumer14510Analysis16511Reporting the findings18512What lies ahead?211
