A 2E2N approach to customer satisfaction surveys

Date of publication: May 1, 1995

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.

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