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The little book of big customer satisfaction measurement / by Ajit Rao [and] Subhash Chandra

By: Contributor(s): Material type: TextPublication details: New Delhi Sage Publications 2012Description: xvi,164p. : 18cm(pbk) illISBN:
  • 9788132109785
Subject(s): DDC 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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Item type Current library Collection Call number Copy number Status Barcode
English Books D.B.Act.Division Non-fiction 658.812 RAO (Browse shelf(Opens below)) 1 Not For Loan EN-91351

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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