Back

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

This is a long description of some author details.

David Dubow

Author

This is a long description of some author details.

This could also be of interest:

Research Papers

Measuring satisfaction

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Daniel Bachelet

 

September 1, 1992

×

Citation

Bachelet, D. (1992a, September 01). Measuring satisfaction . ANA - ESOMAR. Retrieved April 25, 2024, from


https://ana.esomar.org/documents/measuring-satisfaction-


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 25, 2024, from


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


Research Papers

Global customer satisfaction monitoring

Catalogue: ESOMAR Conference on Financial Services 2005

Author: Alison Blair

 

February 1, 2005

×

Citation

Blair, A. (2005a, February 01). Global customer satisfaction monitoring. ANA - ESOMAR. Retrieved April 25, 2024, from


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


  • 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
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
Research and decision Authors: H. S. Rich, J. S. Smith
×

Citation

Cheng and Dubow (1991a, September 08). Measuring customer satisfaction . ANA - ESOMAR. Retrieved April 25, 2024, from


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