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Why customers are loyal

Date of publication: June 15, 2012

Catalogue: CEE Research Forum 2012: Global Fuel For Local Boost!

Company:

Authors: Katarzyna Polok, Dobromir Cias

Abstract:

The subject of this presentation is to discuss methodological assumptions concerning customer satisfaction studies. The presenters, practitioners in this field, present their conclusions regarding the efficiency of measurement methods, data analysis and interpretation of the results. Their methodological discussion is based on real-life examples of customer satisfaction projects conducted at ING Bank (leading example) and in other market sectors, including telecom, the auto industry, and TV/Sat providers.

Katarzyna Polok

Author

This is a long description of some author details.

Dobromir Cias

Author

This is a long description of some author details.

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Saenz-Marrero and Jung (1993a, June 15). CS research as a basis for CS strategy. ANA - ESOMAR. Retrieved November 28, 2023, from


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Polok and Cias (2012a, June 15). Why customers are loyal. ANA - ESOMAR. Retrieved November 28, 2023, from


https://ana.esomar.org/documents/research-as-a-customer-service