Resources Library by ANA

Satisfied or satiated?

This paper attempts to identify some of the reasons why so many customer satisfaction surveys fail to satisfy their clients and run aground within two to three years of being set up. In discussing the issues confronting the researcher, it describes...

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

Authors: Peter Bartram, Mary Bartram

June 15, 1993

Royal Mail's customer perception and satisfaction index (CPSI)

This paper examines the ways in which various media have been used to communicate the findings from a customer satisfaction tracking study - Customer Perception and Satisfaction Index (CPSI). CPSI is a continuous postal self-completion survey...

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

Authors: Paul White, Roger Banks

June 15, 1993

CS research as a basis for CS strategy

This paper describes the experiences of a local distributor for the firm Mitsubishi when adopting a CS strategy in the fiercely competitive market of the Canary Islands where all the Japanese makes of vehicles have for some time been openly vying...

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

Authors: Fernando Saenz-Marrero, Gert Jung

June 15, 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

Customer service research for the inland revenue

Among government departments in the United Kingdom, the Inland Revenue has been among the first to engage in a large scale, multi-stage programme of customer service research in accordance with the Government's Citizen's Charter initiative. This...

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

Authors: Pauline Eaton, Susan Blackall

June 15, 1993

Proactive relationship management

Expectation research has shown that high quality products, or services coupled with only an effective reactive support mechanism (i.e., a typical customer service function), will not be sufficient to support consumer loyalty into the next decade....

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

Author: Richard J. Cottrell

Company: Maritz Research

June 15, 1993

Myth or reality?

This paper discusses London Underground's continuous Customer attitude research program: known as the Customer Satisfaction Index (CSI). It is written in the spirit of describing the genesis of an actionable management information tool: one that now...

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

Authors: Mark G. J. Hodson, Robert Falconer

June 15, 1993

Self discovery

This paper presents the case that a voyage of "self discovery" is the key to getting a new message, representing changed values, over to staff. Success comes only when staff truly understand the rationale behind the change and the benefits of it....

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

Author: Simon L. Jones

June 15, 1993

A model for single source measurement of external customer satisfaction

This paper is an attempt to bring back Customer Satisfaction research to a precise task, and to present a straightforward method for accomplishing it. The task: point out areas where improvements are most likely to improve the customer retention...

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

Authors: Sergio Meacci, Frans Houweling

June 15, 1993