INSIDE
THIS EDITION..
Emotional Experience
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PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
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Rating Scales in Customer Satisfaction Research
Nigel Hill discusses the ins and outs of choosing the right scale for measuring satisfaction
1. Interval versus ordinal scales
It is not unusual in satisfaction research to see simple verbal scales.....
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