'We Cannot Diagnose The Patient's Illness...But Experience Tells Us What Treatment Works'
Eric Willson Digitab andTim Wragg Taylor Nelson Sofres
Applied statistics and customer satisfaction
The nature of the data
Batteries of attitude statements or attribute grids are typical of many customer satisfaction surveys. These grids are designed to cover a wide range of aspects, which can influence customers in their overall opinion of a product or service. They commonly consist of dozens of statements. They can be collected by all common methods, including facetoface, telephone, email, fax, web and mail. They can be...