Satisfied with your customer satisfaction analysis methods? You shouldn’t be!

While there has been good progress in the past several years in the conceptualization and understanding of the determinants of satisfaction, analytic methods for understanding customer satisfaction have been stagnant.

Satisfied with your customer satisfaction analysis methods? You shouldn't be!

Steven H. CohenSHC & Associates, United States

Leopoldo NeiraLatiNetwork Dichter & Neira, Panama

INTRODUCTION

Customer Satisfaction research has been utilized for many years...