Companies exist because consumers exists. Consumers Satisfaction (CS) is a driving force for organizations gearing up for thriving in the third millennium. The

This is the definitive resource on how to survive the ever-increasing levels of customer expectation and make the voice of your customer your biggest ally. Lear

"The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct q

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

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and l