Back

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

This is a long description of some author details.

This could also be of interest:

Research Papers

A holistic approach to customer loyalty research

Catalogue: ESOMAR Worldwide Qualitative Research Conference 2003

Authors: Lars Bo Anderson, Christian Agger

Companies: Microsoft, Ulveman Explorative A/S

January 1, 2000

×

Citation

Anderson and Agger (2000a, January 01). A holistic approach to customer loyalty research. ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/a-holistic-approach-to-customer-loyalty-research


Research Papers

From customer satisfaction to customer experience

Catalogue: Latin America 2020 - Insights Festival

Authors: Flavia Lage, Marco Antonio Gomes, Karen Russi

Companies: Brain Brand Strategy, Banco do Brasil

October 19, 2020

×

Citation

Lage, Gomes and Russi (2020a, October 19). From customer satisfaction to customer experience. ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/from-customer-satisfaction-to-customer-experience


Research Papers

Customer satisfaction research

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Webster Kehr

 

September 8, 1991

×

Citation

Kehr, W. (1991a, September 08). Customer satisfaction research. ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/customer-satisfaction-research


  • PDF
Fad and progress in motivation research Authors: Herta Herzog
Methodological considerations regarding marketing research for consumer durable goods Authors: Leif Holbaek-Hanssen
Service after sale and studies of market for business Authors: Archibald Maddock Crossley
Some comments on the use of 3D and strip film Authors: Henry Charles Briant
The "steps-and-parts" model for polling Authors: Stuart Carter Dodd, Chahin Turabian
What are durable and capital goods? Authors: N. H. Pearson
Advertising and marketing research (French) Authors: Philippe De Vendeuvre
Consumers economic expectations and intentions as revealed by sample surveys Authors: Henry Durant
Economic forecasts with special reference to field studies Authors: Jan van Rees
Market research for petroleum products in the automotive field Authors: D. Leerentveld
×

Citation

Sá Lucas, L. (1995a, May 01). A 2E2N approach to customer satisfaction surveys. ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/customer-satisfaction-research