Case studies

Low Hanging Fruit & Pizzas in Shanghai – pages 28 – 29 DMI – a 24-hour sales operation?

Beyond Customer Satisfaction – Business Synergetics International white paper – Beyond_Customer_Satisfaction

Abram Pulman Steel – a 30% increase in sales revenues

A six-step guide to getting the most from a customer base, published in the B2B Marketing Magazine

A two-prong approach to B2B customer satisfaction surveys in Quirk’s Marketing Research Review

Quality World magazine – getting a more valid response rate

Quality World magazine – TS16949, customer feedback and continuous improvement

Professor Fred Reichheld and the Net Promoter Score

International Lift Equipment

Atlas Copco Construction Tools of Canada

The Transport Research Laboratory

British Vita Weir Minerals

And finally, this is  how not to word a survey.