Key Questions

How well is a company prepared in regard to strategic fields like digitalization, data protection, CSR or agility? In times of disruptive...

zur Publikation

The solution to the problem

The sequential driver analysis in customer satisfaction research. Customer satisfaction research predominantly determines the relevance of key features through the use of...

zur Publikation

Mind the Gap!

A plea for segmentation in customer satisfaction research. Standard models deployed to deliver customer satisfaction analysis are capable of recording the status...

zur Publikation

Let’s get down to it – but what?

To ensure that the right conclusions are drawn from a customer satisfaction survey, there needs to be an elaborate determination of satisfaction...

zur Publikation

Loyalty Meets Reality

Beyond all ideology: Just how well can NPS & Co. predict customer behaviour? Or put more specifically: Which indicators have proven themselves...

zur Publikation

Brand as the missing link in customer satisfaction

Integration of market dimensions in customer satisfaction analyses as the key to long-term and successful brand management. In many instances customer satisfaction...

zur Publikation