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International Division Guidelines for Client Satisfaction Measurement Activity
- Introduction
- What is Client Satisfaction Measurement?
- Why is it Important to Measure Client Satisfaction?
- An ESS Process for Measuring Client Satisfaction
- Common Pitfalls and How to Avoid Them
- A Supporting Framework for Client Satisfaction Measurement within ESS
- Examples of Best Practices within ESS
Appendix A: Key Contacts
Appendix B: Sample Registry Form
Appendix C: Glossary of Terms
Appendix D: Selected Bibliography
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