A department store CSM study in Chile. Usage and benefits

Mauricio Ordenes D, Ramon Cavieres T and Jaime Qezada S

The present document studies the advantages and benefits of the Customer Satisfaction Measurement (CSM) studies in a highly competitive market, as is the case in the department store sector in Chile.

A Department Store CSM Study in Chile: Usage and Benefits

Jaime Quevada S.CSM Manager, Search Marketing, S.A., ChileRamon Cavieres T.AdHoc Manager, Search Marketing, S.A., ChileMauricio Ordenes D.market research Director, Search Marketing, S.A., Chile

INTRODUCTION

Highly competitive markets  have a large variety of products and services, therefore the difference between each is often minimal.  Any satisfaction generated by a certain product and the accompanying service acquires a great significance as a result.

Having satisfied clients is a valuable asset for any company. Satisfied clients have greater loyalty, consume more of the companys products and services and...

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