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Make more strategic use of customer satisfaction surveys

Bruce L. Katcher (President of The Discovery Group, based in Sharon, MA)

Journal of Business Strategy

ISSN: 0275-6668

Article publication date: 1 February 2003

3688

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

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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