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Research papers

Unifying measures of customer experience and satisfaction

Satisfaction measurement at Microsoft has evolved from a singularly sourced and scrutinised version of the truth to a more frequent and holistic measurement framework, providing a richer understanding of customer and partner health. We’ve...

Catalogue: Congress 2018
Authors: Jeffrey Mercer, Mareth Cordell
Company: GlobeScan Incorporated
September 23, 2018
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Citation

Mercer and Cordell (2018a, September 23). Unifying measures of customer experience and satisfaction. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/unifying-measures-of-customer-experience-and-satisfaction-9425


Research papers

Innovation in customer feedback

Air France KLM and TNS will present the road taken to meet the high standards of modernity. Asking general satisfaction questions is no longer enough. After decades of satisfaction surveys, Air France KLM has finally turned a new page. Innovative...

Catalogue: Congress 2014: What Inspires?
Authors: Hans Zijlstra, Martijn van Keulen
Company: KANTAR TNS Malaysia
September 10, 2014
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Citation

Zijlstra and van Keulen (2014a, September 10). Innovation in customer feedback. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/innovation-in-customer-feedback-8344