Purpose – To address multiple problems facing a company's top management with respect to the customer satisfaction survey. Is the customer satisfaction survey still suitable after many years of use? What method should be applied to help ensure better utilization of information from the...

Purpose – The paper aims to examine existing information flows formally and informally within a customer complaint handling process, and to identify possible improvement areas to strengthen the effectiveness of this process in the workplace. These objectives are derived from the fact more than...

This short analysis presents perspective and a holistic method for approaching and measuring customer satisfaction. The Balanced Critical Factor Index (BCFI) method is a measurement tool to indicate which attribute of a business process is critical and which is not, based on the experience and...