Description
Written for organizations seeking ISO certification, this book offers guidance on customer satisfact...
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Written for organizations seeking ISO certification, this book offers guidance on customer satisfaction and its measurement, walking the reader through the steps of implementing a system of customer satisfaction measurement. The book describes the means for identifying the customers' requirements, measuring satisfaction, and analyzing and reporting the data collected. Key points are illustrated with graphs, charts, and real data. Vavra is a marketing consultant. Annotation c. Book News, Inc., Portland, OR (booknews.com)
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