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Implementing internal customer satisfaction measurement within a market research agency

Date of publication: September 1, 1993

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Stella Hall, Derek Mesure

Abstract:

This paper is divided into two parts. The first part describes why we decided to set up an internal customer satisfaction survey within BMRB International, it reviews the issues that we confronted and how we decided to resolve these. It also describes the mechanics of data collection and analysis. The second part is about the findings of the two surveys that have been carried out to date and how the survey findings have been used to improve internal customer satisfaction within the company.

Stella Hall

Author

This is a long description of some author details.

Derek Mesure

Author

This is a long description of some author details.

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Citation

Hall and Mesure (1993a, September 01). Implementing internal customer satisfaction measurement within a market research agency. ANA - ESOMAR. Retrieved May 16, 2025, from


https://ana.esomar.org/documents/implementing-internal-customer-satisfaction-measurement-within-a-market-research-agency