Global customer satisfaction monitoring
Abstract:
This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis. In particular, it investigates the banking sector and draws on the experience of global financial institutions in terms of designing a research methodology, implementing the survey elements in practice and incorporating the results into their organisation to improve overall customer service. Also considered is the link between staff and customer satisfaction as well as the key drivers of the employee scorecard.
Research Papers
Implementing the paradigm shift from satisfaction to loyalty
Catalogue: ESOMAR Conference on Financial Services 2005
Authors: Francis D'Souza, T. R. Rao
Company: Market Probe International Inc.
February 1, 2005
Research Papers
Service quality in corporate markets
Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Mervyn Flack
February 1, 1985
Research Papers
Small business banking
Catalogue: Seminar 1992: Banking And Insurance- Pressure On Profits, Pressure On Research
Author: Mervyn Flack
June 15, 1992
