Insight from sensor technology used by F1 at 9 races in 2018 has significantly changed the way of thinking around how to maximize fan engagement and commercial opportunities at F1 races and has led to improved attendance numbers and fan 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. Weve enabled the company to inspire and gauge improvements that allow us to become a truly customer obsessed organisation.
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 enabled the company to inspire and gauge improvements that allow us to become a truly customer obsessed organisation.
Setting toll charges involves one of the most important rights of the free citizen in a democratic regime: the freedom to come and go. This paper proposes a model for toll pricing which would maximize satisfaction of the many user types, as well as providing price elasticity and trade-off data across the highways. The study also links static and dynamic models. One of the major issues presented in maximizing the quality of services provided by highway licensees today is the additional flow of vehicles, which, in turn, reduces the perception of quality. The use of this dynamic simulation technique will allow for the analysis of many possible scenarios of long-term balance, including the introduction of macro-economic variables.
Setting toll charges involves one of the most important rights of the free citizen in a democratic regime: the freedom to come and go. This paper proposes a model for toll pricing which would maximize satisfaction of the many user types, as well as providing price elasticity and trade-off data across the highways. The study also links static and dynamic models. One of the major issues presented in maximizing the quality of services provided by highway licensees today is the additional flow of vehicles, which, in turn, reduces the perception of quality. The use of this dynamic simulation technique will allow for the analysis of many possible scenarios of long-term balance, including the introduction of macro-economic variables.
Previous work by Maclennan and Mackenzie indicated that while top executives in the pharmaceutical industry often advocate being market oriented and customer focused, few companies (large or small) use market segmentation to its maximum potential. Segmentation often remains largely data-driven, resulting in segments increasingly divorced from segmentation theory. One might take a Delphi approach to developing strategic market segmentation. Starting with a hypothesis, one would seek to validate a strong conceptual model for segmentation. Used implicitly it can improve the quality and focus of problem definition, while explicitly it provides a template for isolating critical decision points and information needs in support of those decisions. Any systematic analysis of the process on comparative product performance and the marketplace would be premature. However, early indicators suggest this approach can produce a higher level of client satisfaction, a more rational approach to setting market research objectives, enhanced market understanding, and more significantly, clinical development priorities reviewed as a result of leveraging information needs more effectively.
The purpose of this article, then, is to help bring marketing back into the "mainstream" of the customer satisfaction movement by first describing the evolution of customer satisfaction measurement into the unique technology that it is today. Second, an attempt will be made to characterise some of the differences between customer satisfaction measurement and traditional marketing research. This includes a review of the necessary training and skill sets of company personnel (and outside consultants) who participate in running these programs. Finally, one of the newest trends in customer satisfaction measurement will be discussed, namely the efforts to globalise these programs.
The paper focuses on the relationship between the research agency and its client and the production of client satisfaction within the context of business-to-business research. Client satisfaction and the quality of qualitative research is to a high degree dependent on the quality of the relationship established between the research agency and the client (and the respondents). Within this relationship research objectives are step by step defined and even redefined. This relationship is essentially framed as a reciprocal learning relationship with mutual responsibilities for a positive outcome. Learning experiences and research should be planned for. The occurrence of new insights and the structuring of them in models is probably the best possible outcome of qualitative research, and at least a powerful tool to ensure satisfaction on the client side. This implies creating together with him relevant and applicable knowledge schemes, action models. By doing so, one can come close to a long term consultancy relationship with the client.
This paper outlines the research programme which has been instituted to monitor the multifarious aspects of the Customer First Programme instituted in Lloyds Bank. This is initially planned to span two and a half years. The elements of the research are related both to staff, at whom the programme is aimed and customers, who are the ultimate 'consumers' of the service the Bank provides. In addition to qualitative monitoring of the impact and effectiveness of all of the training and instructional activities, there is a continuous monitor of the staff attitudes to the Programme. Customer evaluation of service standards are monitored through the medium of a massive two year research study which commenced in March 1987, following an intensive pilot phase. Samples of personal customers are surveyed by means of a self-completion postal questionnaire. All branches will be covered over the two years in twenty four matched groups.
The purpose of the study was to select the most appropriate scale for the measurement of Africans' satisfaction with their transport services. Four types of scale (verbal, numerical, visual and graphic) were selected. Two types of each of these scales were tested, making 8 scales in all. The sample consisted of 273 respondents, all of whom made a similar journey to work each day. Five aspects of the respondents' transport to work served as the validation criteria for the scales. An important criterion for selecting the most appropriate scale was suitability for use among illiterates.