Customer Satisfaction Surveys
  • An important factor affecting a company’s profitability is customer satisfaction with its products and services
  • Our model of customer satisfaction is tried and tested across a wide range of industries
  • The model is based on the premise that satisfaction is built up from the customers’ experience of the business process compared with specific expectations of the way in which these processes should work
  • We use qualitative techniques to explore the range of customer expectations. Using these findings we carry out a quantitative study