Satisfaction matters. Continuous consumer satisfaction and loyalty research as guiding principle for business processes

Bert Boerma and Harm Hartman

Within the mobile division of KPN, customer satisfaction and loyalty research provide essential information that helps guide the management of all business processes.

Satisfaction Matters

Continuous customer satisfaction and loyalty research as a guiding principle for business processes

Bert BoermaKPN Mobile, Netherlands.

Harm HartmanInterview-NSS, Netherlands.

INTRODUCTION

Mobile communication changes our daily lives. Boundaries between work, leisure, home and being on the move are blurring. Handsets are evolving from mobile 'phones' to personal companions – bringing you in touch with the people and information that matters, anytime, anywhere.

The mobile division of KPN is at the heart of these developments in Germany (E-Plus), the Netherlands (KPN and Hi), and Belgium (BASE). We offer an array of mobile communication, information, entertainment and commerce...

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