Some issues in conducting customer satisfaction surveys

Difficulties in conducting effective surveys to address customer satisfaction issues can be a significant problem in marketing practice. Addresses four of the most crucial methodological issues encountered with customer satisfaction surveys, namely sampling frames, quality of survey data and instruments, non‐response problems, and reporting of results and interpretation. Provides implications and guidelines.

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Year of publication:	1997
Authors:	Lin, Binshan ; Jones, Charlotte A.
Published in:	Journal of Marketing Practice: Applied Marketing Science. - MCB UP Ltd, ISSN 1758-7794, ZDB-ID 2020301-9. - Vol. 3.1997, 1, p. 4-13
Publisher:	MCB UP Ltd
Subject:	Customer \| Surveys \| Quality \| Questionnaires \| TQM

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Type of publication:	Article
Type of publication (narrower categories):	review
Language:	English
Other identifiers:	10.1108/EUM0000000004317 [DOI]
Source:	Other ZBW resources

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