Abstract:

In recent years, television broadcasting in Europe has often been accused low quality, and of providing the audience with a product increasingly lacking in innovation. Much of the resistance to measuring customer satisfaction arose within e world of broadcasting experts, with the excuse that television programming is a product apart from all others, and that therefore quality cannot be analyzed with methods borrowed from other fields. However, the situation is changing. In 1996 RAI, Italy’s Italian public broadcasting service, and ACNielsen, a leader in market research, launched Italy's first experiment in interactive television interviews, and e first continuous television quality measurement system has been in operation at RAI since July 1997.