Office-based Data Collection

Per Lundgren

This paper describes an alternative method of data collection in customer satisfaction studies - office-based data collection via the Internet.

OfficeBased Data Collection An Alternative To Traditional Methods 

Per Lundgren

INTRODUCTION

Requirements

Earlier we conducted customer satisfaction surveys by telephone every one and a half years. But that does not work any more. Eighteen months ago the Internet was a trial project for us, now we are one of Europes leading Internet banks. That means the measurement methods must be developed as well in order to apply state of the art knowledge.

This is how the private banking manager at SEB, one of the largest Swedish banks, described the situation in April 1998 facing the start of an extensive customer...

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