Hayes, B. E. (2009). Beyond the ultimate question: A systematic approach to improve customer loyalty. Quality Press. Milwaukee, WI.
The book includes a comprehensive review of the Net Promoter® Score (NPS). The author challenges the claims of the NPS developers and presents a more comprehensive method of measuring customer loyalty. The author looks beyond the measure of customer loyalty and identifies best practices of customer feedback programs. Read how Oracle and Akamai structure their customer feedback programs. Buy book.
Hayes, B. E. (2008). Measuring customer satisfaction and loyalty: Survey design, use and statistical analysis methods (3rd ed.). Quality Press. Milwaukee, WI.
Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty. Examples of use of customer surveys are used, including driver analysis, KPIs, dashboards, and more. Buy book.
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