Resources Library by ANA

Quality standards

The age old complaint of suppliers is that "clients won't pay for quality"; of clients, that "suppliers never define what they mean by quality, so you might just as well buy on price". What can both clients and suppliers do to remedy this...

Catalogue: Seminar 1993: Marketing And International Research

Author: Jane Kallm

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

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

Gambling

The consumer satisfaction study aimed at providing the customer, Casinos Austria, with practical hints concerning necessary, or desirable, improvements. Unlike concrete products or precise services, the "casino experience" is affected by a variety of...

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

Authors: Mario Pregesbauer, Rudolf Bretschneider

Company: GfK

June 15, 1993

Satisfied clients

This paper deals with "Satisfied Clients", a methodology for the measurement and improvement of client satisfaction. This methodology has been developed by Stork NV, the Netherlands, and has been applied with success at different Stork companies. The...

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

Author: Abraham D. de Vos

June 15, 1993

Quality and quality standards

"Industrial" or "business" norms historically started with the manufacturing industry. Quite later, service industry got involved. And only rather recently, ISO 9000 and BS 5750 did arrive on our doorsteps. Progress in this area might have developed...

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

Author: Gerhard Unholzer

Company: Burke, Inc.

June 15, 1993

Toward a common verbal scale of perceived quality

This research addresses a key issue of concern to the international users of customer satisfaction measurement (CSM) information. One of the benefits of CSM is that it offers a yardstick forjudging the performance of the company in becoming customer-...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Lawrence A. Crosby

September 1, 1992

Measuring satisfaction (French)

In the automobile market, there is a close link between user satisfaction with products and after-sales services and brand loyalty. It is therefore not surprising that besides regularly programmed tracking studies on product satisfaction and the...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Daniel Bachelet

September 1, 1992

Measuring satisfaction

In the automobile market, there is a close link between user satisfaction with products and after-sales services and brand loyalty. It is therefore not surprising that besides regularly programmed tracking studies on product satisfaction and the...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Daniel Bachelet

September 1, 1992