Abstract:
This paper attempts to identify some of the reasons why so many customer satisfaction surveys fail to satisfy their clients and run aground within two to three years of being set up. In discussing the issues confronting the researcher, it describes some of the difficulties of measuring customer satisfaction, and indicates the ways in which these might be overcome. Finally, it attempts to outline the directions in which this type of research needs to develop in the future if it is to maintain its value.
Research Papers
The corporate banking customer
Catalogue: Seminar 1975: The Use Of Market Research In The Financial Fields
Authors: N. Spencer, Mervyn Flack, Peter Bartram
Company: Harris Interactive (Europe)
February 1, 1975
Research Papers
Financial research
Catalogue: ESOMAR Handbook Of Market And Opinion Research
Author: Peter Bartram
 
September 1, 1998
Research Papers
Service quality in corporate markets
Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Mervyn Flack
 
February 1, 1985
