Satisfaction: How Every Great Company Listens to the Voice of the Customer w
Satisfaction: How Every Great Company Listens to the Voice of the Customer By Chris Denove and J.D. Power IV ISBN: 1591841097 Hardcover, 288pp Pub. Date: February 2006; $16.35 (from Amazon) Publisher: Penguin Group (USA)
Design and construction firm leaders can learn from the experts in rating customer satisfaction. J.D. Powers & Associates. The firm, which was purchased by enr.com parent The McGraw-Hill Companies in 2005, is well known for its independent analysis of the automotive industry (where it got its start). Now, two executives from the firm, Chris Denove and J.D. Power IV, have written a book that applies to all industries, including construction.