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Mastering Software Project Management by Thomas Cagley, Murali Chemuturi

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APPENDIX G. MEASUREMENT AND MANAGEMENT OF CUSTOMER SATISFACTION

APPENDIX G

MEASUREMENT ANDMANAGEMENT OFCUSTOMER SATISFACTION

INTRODUCTION

Project-based organizations place a lot of emphasis on customer satisfaction and rightly so. Customer satisfaction is key for improving a company’s internal processes in addition to its market reputation, repeat orders, and improved profitability. Customer satisfaction ratings (CSR) are often obtained through using a questionnaire (a customer satisfaction survey or CSS). But determining customer satisfaction in this manner has a drawback: customers are likely to be influenced by their emotions when ...

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