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Feelings you can bank on

Date of publication: September 15, 2010

Catalogue: Congress 2010: The Changing Face Of Market Research

Companies: HSBC Holdings, BrainJuicer

Authors: Bhavya Shah, Sarajit Mitra, Orlando Wood

Abstract:

This paper reveals an exciting new approach to customer satisfaction tracking, one that takes a proven and intuitive device for measuring emotion and uses it to provide highly actionable, real-time customer feedback for clients. With reference to a pilot study conducted with HSBC, this paper will show how a completely new measurement system for customer satisfaction has uncovered new insights for management and customer-facing staff, and proved to be a great deal more valuable than traditional customer satisfaction research.

Bhavya Shah

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Sarajit Mitra

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Orlando Wood

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Shah, Mitra and Wood (2010a, September 15). Feelings you can bank on. ANA - ESOMAR. Retrieved June 02, 2025, from


https://ana.esomar.org/documents/consumer-reactions-towards-the-people-s-bank-on-behalf-of-the-provident-clothing-supplying-co-ltd-