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Research papers

Measuring customer satisfaction

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...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Authors: Margaret Cheng, David Dubow
Company: FDS International Ltd
September 8, 1991