Resources Library by ANA

Customer satisfaction research

This paper will cover true Customer Satisfaction Research, and the many distinct steps that are needed to achieve the goal - understanding what makes your client's customers loyal. These techniques can give a Market Research organisation dramatic new...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Webster Kehr

September 8, 1991

An assessment of the state of customer satisfaction measurement research

The purpose of this article, then, is to help bring marketing back into the "mainstream" of the customer satisfaction movement by first describing the evolution of customer satisfaction measurement into the unique technology that it is today. Second,...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Lawrence A. Crosby

September 8, 1991

A process for using measures of customer satisfaction to direct service quality improvements

The purpose of this paper is to introduce a process for using measures of customer satisfaction and dissatisfaction to focus and direct internal service quality improvements. The paper attempts to build upon the conceptual model of service quality...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Randall Brandt, Charles Cooler-De Solliers

Company: Burke, Inc.

September 8, 1991

Beyond customer satisfaction

Expanding customer satisfaction measurement to the broader concept of Reference Group Management - to include customer satisfaction, employee orientation and image measurement, where appropriate - ensures that the correct decisions to improve...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Ian Jarvis, Joachim Scharioth

Companies: Burke, Inc., Infratest dimap Gesellschaft fur Trend- und Wahlforschung mbH

September 8, 1991

Cross-linking the quality expectations of the customer to quality control measures on the factory floor

This case-study describes some of the problems that are encountered when trying to integrate customer survey data in a total quality management process.

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Alfons-Pierre Ameel

September 8, 1991

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

Using consumer data to ensure quality service in Europe

Since 1983, United has maintained a continuous tracking survey for measuring customer satisfaction. In 1990, United began serving European markets and this program was extended to our European flights. This paper describes how United uses this...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Susan C. Hinderaker

September 8, 1991

Measuring the vitality of a product after its launch

The paper is divided into four parts illustrating problems linked with verifications a Company can be faced with, within the market realities, when it decides to launch/relaunch/modify a product. This verification takes place after the research...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Fausto Falcone, Mario Figini

Company: Nestlé

June 15, 1991

Marketing services in the new Europe

The whole European movement is supply- driven. It is driven by the suppliers of goods and services and it is driven by the suppliers of political and economic policies. Behind it all, of course, is the underlying assumption that all this will end up...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Martin Sorrell

June 15, 1991