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CHAPTERS
Chapter 1 - Dispelling the myths
Chapter 2 - The benefits of customer satisfaction
Chapter 3 - Methodology essentials
Chapter 4 - Asking the right questions
Chapter 5 - Exploratory research
Chapter 6 - Sampling
Chapter 7 - Collecting the data
Chapter 8 - Keeping the score
Chapter 9 - The questionnaire
Continued...
Chapter 11 - Monitoring performance over time
Chapter 12 - Actionable outcomes
Chapter 13 - Comparisons with competitors
Chapter 14 - Advanced analysis - understanding the causes and consequences of customer satisfaction.
Chapter 15 - Using surveys to drive improvement
Chapter 16 - Involving employees
Chapter 17 - Involving customers
Chapter 18 - Conclusions
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