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Measuring customer satisfaction

Date of publication: September 8, 1991

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Company:

Authors: Margaret Cheng, David Dubow

Abstract:

This paper is divided into three parts. The first part describes the background to British Telecom’s Customer Satisfaction Measures Programme (CSM), with a description of the history of its predecessor (Telcare). The second part discusses the evolution of the program. And the third part discusses its uses and applications.

Margaret Cheng

Author

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David Dubow

Author

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Cheng and Dubow (1991a, September 08). Measuring customer satisfaction . ANA - ESOMAR. Retrieved May 13, 2025, from


https://ana.esomar.org/documents/global-customer-satisfaction-monitoring