Resources Library by ANA

Customer satisfaction

The German Customer Barometer cannot replace a business's own analysis of customer satisfaction and retention, enabling it to realise a lasting high quality in all areas of customer relations within the company at large. However, through its...

Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance

Authors: Frank Dornach, Anton Meyer

May 1, 1996

Valorisation of individual data from 75000 mediametrie

The aim of this paper is to describe the behaviour of previous-day radio listeners according to the number of listening sessions, that is the number of periods they are in contact with this medium in general. The article is in 4 parts. In the first...

Catalogue: Radio Research Symposium 1995

Authors: Phillipe Tassi, Odile Le Moal

Company: Mediametrie

July 1, 1995

There's no need to re-invent the wheel

The paper comprises four sections. In the first section, a description is provided of a technique used over many years. It is holistic in its approach with proven validity and reliability in product areas where aesthetic rather than functional...

Catalogue: Seminar 1995: Successful Product Engineering

Author: William Arthur Dunning

June 15, 1995

Streamlining the front end of the product development process

This paper describes what one industrial products company, Motorola Information Systems Group has recently done to boost their success rate of new products. While using a Stage-Gate process for product development since the late 1980s, Motorola ISG...

Catalogue: Seminar 1995: Successful Product Engineering

Author: Renee V. Dorjahn

June 15, 1995

A 2E2N approach to customer satisfaction surveys

This paper describes a two stage customer satisfaction methodology that identifies the relevant attributes in products or services, evaluates their importance degree, qualifies the attributes from the point of view of their nature, evaluates the...

Catalogue: Latin America 1995: Trends And Tools For Business Decisions

Author: Luiz Sá Lucas

May 1, 1995

Insurance brokers and their clients

NVA is a Dutch association of qualified insurance brokers. The common characteristic of the 950 members is that they are independent; not tied up to one insurance-company. It is important, with regard to the competition of direct writers and banks,...

Catalogue: Seminar 1994: Banking And Insurance- From Recession To Recovery

Author: Peter Lagendijk

June 15, 1994

Quality methods, quality results!

For over thirty years, the U.S. Committee on Nationwide Television Audience Measurement (CONTAM) has engaged in methodological research. Its purpose has been to understand and improve television audience measurement, in order to increase the...

Catalogue: ESORMAR/ARF Worldwide Electronic And Broadcast Audience Research 1994

Author: Nicholas P. Schiavone

May 1, 1994

The role of staff research in total quality management

This paper draws from MORI's wide experience of conducting employee attitude studies to show how such research can help answer those questions. It will also illustrate the value of research in providing a benchmark to measure improvement over time...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Susan Walker

Company: Ipsos MRBI

September 1, 1993

Customer, dealer and employee satisfaction

To ensure quality at all levels requires comprehensive and continuous surveys and feedback between customers, dealers and the manufacturer. This allows strategy and action to be integrated at all levels in the meeting of customer needs. The needed...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Gary Mutz, Ian D. Greig, Simon Howell

June 15, 1993