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A 2E2N approach to customer satisfaction surveys

Date of publication: May 1, 1995

Catalogue: Latin America 1995: Trends And Tools For Business Decisions

Author: Luiz Sá Lucas

Abstract:

This paper describes a two stage customer satisfaction methodology that identifies the relevant attributes in products or services, evaluates their importance degree, qualifies the attributes from the point of view of their nature, evaluates the current performance, sets performance goals and finally identifies and evaluates the performance of the relevant competitors.

Luiz Sá Lucas

Author

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Citation

Sá Lucas, L. (1995a, May 01). A 2E2N approach to customer satisfaction surveys. ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/a-2e2n-approach-to-customer-satisfaction-surveys