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Title: Listening to the Voice of the Customer: 16 Steps to a Successful Customer Satisfaction Measurement Program by Jon Anton, Debra Perkins, Richard A. Feinberg ISBN: 0-915910-43-8 Publisher: The Customer Service Group Pub. Date: 01 September, 1998 Format: Paperback Volumes: 1 List Price(USD): $39.95

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Average Customer Rating: 5 (1 review)

Rating: 5
Summary: A practical way to view applied statistics
Comment: Starting from a tested model of customer behavior, the author shows how to use several statistic methods to analize the overall satisfaction. It's a pleasant reading! A "must read" book for all professionals dealing with Customer Services.

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