The little book of big customer satisfaction measurement/
Ajit Rao and Subhash Chandra
- New Delhi: SAGE, 2012.
- xvi, 164 p.
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.