Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally a

You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstormi

This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers

A simple and effective guide to achieving customer satisfaction while reducing your costs.

This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologi