Does It Pay To Invest In Customer Satisfaction?
Effects of customer satisfaction measurement and improvement on earnings
Hannsfriedrich Braun Lufthansa Cargo AG, Business IntelligenceAmbros Scope Imagin (Schweiz) AG
INTRODUCTION
Measuring and improving customer satisfaction has become more and more important and is a significant part of Total Quality Management Systems (e.g. EFQM or ISO). Delivering empirical proof that increase of customer satisfaction leads to a better rate of...