Resources Library by ANA

The patient's voice

This paper is divided into four parts. The first part describes the dramatic changes which are currently being made to the National Health Service in the UK. Many of these changes affect the hospital service with the formation of an internal market...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Susannah Quick

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

Are you satisfied with your satisfaction questions?

In satisfaction surveys amongst initial buyers of small electrical appliances, it is essential, beyond the easy 'disaster check', to obtain: a comparison of each new product with the accumulated database of similar results from previous launches, an...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Authors: Christian Bernard, Yves Marbeau

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

Defining television quality through audience reaction measures

This paper will report on findings from an experimental study, commissioned by the Independent Television Commission (ITC), which explored a number of techniques for assessing audience satisfaction with television in terms of the perceived quality...

Catalogue: ESOMAR/ARF Worldwide Broadcast Audience Research Symposium 1992

Authors: Barrie Gunter, John Clemens, Mallory Wober

June 15, 1992

The dealer as a customer

Vehicle manufacturers, their dealers, who they should regard as their customers, and the individuals or organisations who buy vehicles (who should be regarded as the dealer's customers) have an inter-dependent relationship. The manufacturer needs...

Catalogue: ESOMAR International Automotive Marketing Conference 1992

Author: Ron Sewell

June 15, 1992

US trends in customer satisfaction and distribution

J.D. Power and Associates recently released its Vehicle Performance Study, the fourth of its five-phase owner satisfaction program. Other studies that comprise this program are the company’s well-known Customer Satisfaction with Dealer Service...

Catalogue: ESOMAR International Automotive Marketing Conference 1992

Author: James David Power

Company: JD Power

June 15, 1992

A new approach to measuring the customer's relationship with the brand

The paper describes a research tool- the Conversion Model -which is now being widely used in the USA, but is still relatively unknown in Europe. Essentially what the model does is to define the people in any given universe according to their...

Catalogue: Papers 1992: How To Endure In The Durables Industry?

Author: Roger S. Parkyn

June 15, 1992

Customer satisfaction management in the banking sector

The purpose of this paper is to discuss the importance of the proper management of Customer Satisfaction, in a sector, such as banking, that has seen enormous development in competition over the past few years. The paper will initially examine one or...

Catalogue: Seminar 1992: Banking And Insurance- Pressure On Profits, Pressure On Research

Authors: Patrick G. M. Standen, Stefano M. Castellani

Company: Burke, Inc.

June 15, 1992