Resources Library by ANA

The effectiveness of customer satisfaction measurements

This paper illustrates the evolution of the dealership training for Ford of Mexico with the global customer satisfaction program, Customer Viewpoint. Ford of Mexico evolved from communicating research results to integrating a battery of highly...

Catalogue: Latin America 2005

Authors: Jorge Cherbosque, Leopold Zuniga Hernandez, Angela Momney

Company: RDA Group, INC

October 23, 2005

Satisfied with your customer analysis methods?

While there has been good progress in the past several years in the conceptualization and understanding of the determinants of satisfaction, analytic methods for understanding customer satisfaction have been stagnant.The authors first review these...

Catalogue: Latin America 2005

Authors: Leopoldo Neira, Steve Cohen

Company: Dichter & Neira

October 23, 2005

True loyalty

Both product and customer care impact company customer relationships. Management needs information on their performance and relationship with future business growth. A wide variety of opinions and scientific research exists on best indicators. After...

Catalogue: Congress 2005: Making A Difference

Authors: Maarten Schellekens, Ton Otker, Reinier Heutink, Harm van Leeuwen

September 21, 2005

Global customer satisfaction monitoring

This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis.In particular, it investigates the banking sector and draws on the experience of global financial institutions in terms of designing a...

Catalogue: ESOMAR Conference on Financial Services 2005

Author: Alison Blair

February 1, 2005

Implementing the paradigm shift from satisfaction to loyalty

The focus of this paper is the design of a Voice of the Customer feedback program for the multinational bank, Standard Chartered Bank (SCB), thereby ushering in a major transformation from a sales-oriented culture to a customer-oriented culture.SCB,...

Catalogue: ESOMAR Conference on Financial Services 2005

Authors: Francis D'Souza, T. R. Rao

Company: Market Probe International Inc.

February 1, 2005

Satisfaction matters

Within the mobile division of KPN, customer satisfaction and loyalty research provide essential information that helps guide the management of all business processes.In 2003 integral quarterly measurement of customer satisfaction as a leading Key...

Catalogue: ESOMAR Telecommunications Marketing Conference 2004

Authors: Harm Hartman, Bert Boerma

November 7, 2004

How to measure the asymmetric relationship between attribute-level performance and overall satisfaction?

Measuring the asymmetric impact of attributes on overall satisfaction is a research topic of growing interest. The objective of this paper is to compare the predictive validity of five methods. A two-step methodology is used.First, using the Delphi...

Catalogue: ESOMAR Conference on Marketing 2004

Authors: Daniel Ray, David Gotteland, Vanessa Casacci

October 10, 2004

Development and implementation of the commercial performance audit

For their eventual performance, many organisations rely hugely on the way in which client contact takes shape, i.e. on the shop floor, with a crucial role for the shop floor employee.Does the shop floor employee seize every opportunity to offer...

Catalogue: ESOMAR Congress 2004: Integrating Marketing Research in Business

Authors: Wilfred Kik, Leo van Doorn

September 19, 2004

Product relevance as basis for market defragmentation and strategic decision-making

Fragmentation of consumer markets is a generally accepted phenomenon. Market segmentation models based on demographic features or lifestyle have become so complex that their value in the strategic decision making process of larger companies has...

Catalogue: ESOMAR Congress 2004: Integrating Marketing Research in Business

Authors: Jeroen Rietberg, Philip Bird

September 19, 2004