Hayes, B. E. (2008). Measuring customer satisfaction and loyalty: Survey design, use and statistical analysis methods (3rd ed.). Quality Press. Milwaukee, WI.
Measuring Customer Satisfaction and Loyalty 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.
Learn how to build your business around the customer using customer-centric measurement and analytics. Available in Kindle and paperback. Learn more about TCE: Total Customer Experience.
Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty and best practices of customer feedback programs.
Measuring Customer Satisfaction and Loyalty (3rd Ed.): Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty.