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.
Authors: Fernando Saenz-Marrero, Gert Jung
June 15, 1993
Catalogue: Webinars 2020
Authors: Jeffrey Henning, Keith Chrzan
May 20, 2020
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