Make more strategic use of customer satisfaction surveys
Abstract
Emphasizes that, when conducted properly, customer satisfaction surveys can provide a wealth of information, with direct relevance to an organization’s strategic plan, but when done improperly such surveys provide interesting but on the whole not very useful information. Sums up that when a customer satisfaction survey programme is conducted properly it can be an extremely valuable tool for assessing the effectiveness of strategic plans.
Keywords
Citation
Katcher, B.L. (2003), "Make more strategic use of customer satisfaction surveys", Journal of Business Strategy, Vol. 24 No. 1, pp. 34-37. https://doi.org/10.1108/02756660310734893
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited