Abstract
Discusses the problems of customer satisfaction surveys, namely that
hardly any department other than marketing receives the data collected;
questionnaires are biased towards positive answers and are merely a
political exercise – they are handed out by different departments and
sent out too regularly. Enumerates a number of programmes to stamp out
dissatisfaction and concludes that the team which collects and analyses
the data should present the line manager with a range of solutions.
Cited by
9 articles.
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