Wikipedia entry for customer satisfaction
Customer satisfaction value Andre Mennie CRM2day
Customer satisfaction link to performance burke.com
Turning customer satisfaction into shareholder value Mckinsey.com
Customer Satisfaction including information on pitfalls of measuring
customermetrics411.com
Examples
of surveys by Polaris marketing research
Alternative ways to measure customer satisfaction by Interaction Metrics
Statistics on
survey sampling from Wikipedia
Using web analytics to
measure satisfaction by Search Engine Watch
Using Excel
for analysing survey questionnaires Jennifer Leahy University of
Wisconsin
Online survey tool
www.surveymonkey.com
UK customer satisfaction
index by ICS
Implementing metrics by Six Sigma
Customer satisfaction scores by survey methods
What
should you measure Mycustomer.com
What is Netpromoter
netpromoter.com
The ultimate question (Netpromoter) Fred Reichheld
Marketing research forum
Why not complain by creating a complaints choir. A cool initiative
Researching Customer satisfaction & Loyalty by Paul Szwarc ( MRS)
How to Measure Customer Satisfaction by Nigel Hill, John Brierley and
Rob MacDougall (Gower)