Resources Library by ANA

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

The measuring of quality of the telephone services in Spain

In 1990, the Quality Department of TELEFONICA DE ESPANA has designed a Programme of Quality Surveys, designated to know and improve the satisfaction of her clients, which afterwards has been carried out during all the year by ICP/RESEARCH, S.A....

Catalogue: Latin America 1991: Exchanging Experiences

Authors: José Rial Avendaño, Enrique Carreras, Marina de Jaén Sánchez

May 5, 1991

The measuring of quality of the telephone services in Spain (Spanish)

In 1990, the Quality Department of TELEFONICA DE ESPANA has designed a Programme of Quality Surveys, designated to know and improve the satisfaction of her clients, which afterwards has been carried out during all the year by ICP/RESEARCH, S.A....

Catalogue: Latin America 1991: Exchanging Experiences

Authors: José Rial Avendaño, Enrique Carreras, Marina de Jaén Sánchez

May 5, 1991

Theoretical and practical difficulties encountered in setting up a European data bank in the field of telecommunications

The European Commission asked the European Consultancy Organisation (ETCO) in 1986 to evaluate future demand for broadband telecommunications in order to be able to provide the requisite types of carrier services and infrastructures. The two...

Catalogue: Seminar 1988: International Marketing Reserarch

Authors: Chantal Le Bras, Jerome Hervio

June 15, 1988

A model to forecast the demand for a new telephone service

This paper describes a large-scale investment in a new business telephone exchange service, called Centrex, under consideration by British Telecom pic in the UK, and the work undertaken to forecast the effect of introducing the product.

Catalogue: Seminar 1987: Micro And Macro Market Modelling

Authors: Peter Shewey, Mick Roberts, Paul Mullen

October 26, 1987

Developing a service strategy

The basis of my paper concerns the development of Service Management Strategies. With this in mind, my presentation is split into three distinct parts.

Catalogue: Seminar 1987: Strategies For Service Management

Author: Conrad Free

June 15, 1987

Some results and experiences of a new consumer panel technique

The modem means of tele-communication and the rapidly decreasing prices of home computers allow for a new method of consumer panel research: tele-interview. Consumers are being interviewed following a very user friendly procedure which requires per...

Catalogue: Seminar 1987: Improving The Use Of Consumer Panels For Marketing Decisions

Authors: Emiel P. M. Bon, Leo van Doorn

Company: NIPO

June 15, 1987

Computerized interviewing and fully automated registration of telephone use

The telephone division of the Netherlands P.T.T. has until recently used a revolving panel operation to register outgoing and incoming telephone calls. Write in-questionnaires were being used. They provided useful but far from perfect information....

Catalogue: ESOMAR Congress 1985: Broadening The Uses Of Research

Authors: Koos J. G. Termorshuizen, Robbert D. W. Baden, Jan Stapel

Company: NIPO

June 15, 1985

Assessing the effectiveness of computer-based training

Modern technology has made possible the use of distance learning on a large scale, by means of remote terminals linked by telecommunication land lines to a central computer system. Barclays Bank in GB has been developing such a system for the last...

Catalogue: EMAC/ESOMAR Symposium 1984: Methodological Advanced In Marketing Research In Theory And Practice

Authors: Robert J. Mortimer, Roger J. Stubbs

June 15, 1984