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...