The ROI of customer satisfaction research – a case study proving its value

This paper discusses the ROI of BT's extensive Customer Satisfaction programmes which cover the full range of Consumer, SME and Major Customer bases.

The ROI of customer satisfaction research – a case study proving its value

Jonathan WibberleyBT Global Services, United Kingdom

Phyllis MacfarlaneGfK NOP, United Kingdom

INTRODUCTION

Today, firms must produce superior products, sell smarter, and understand their markets as a whole – but their ability to successfully interact with individual customers offers the most important source of competitive advantage.” V. Kumar and G. Ramni, 2007

It seems that Customer Satisfaction research is finally coming of age – rather than being a rather obscure discipline, beloved only of B2B suppliers and the automotive and financial sectors – it...

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