Customer satisfaction. Results of the German financial barometer

Anton Meyer and Frank Dornach

This paper outlines the functions of the German Customer Barometer, which was created in 1992 as a cross-business study of satisfaction and bench-marking.

Customer satisfaction. Results of the German financial barometer

Frank Dornach Association for Applied Scientific Research and Consultancy, Germany andAnton Meyer Ludwig Maximilian University, Germany

Most of you will be familiar with the following scenario.

The market researcher, or whoever is responsible for marketing or quality in a bank, for instance, has decided after a lengthy period of discussion that bank customers are to be questioned about their level of satisfaction. For the purpose of this study, a project team was set up and a suitable partner was chosen to carry out the survey. A sizeable number...

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