No job half-done

To better evaluate and analyse open, unstructured answers, we need a tool that offers both efficiency and knowledge in depth. With the...

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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...

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There’s still more to do!

Make verbatim analyses more effective and efficient. Our approach to dealing with open questions in quantitative studies lacks consistency. On the one...

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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...

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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...

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Loyalty Meets Reality

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

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Far away?

DGlobalisation continues to press ahead, making worldwide communication ever more important. To support multinational companies in their global campaigns, DHL developed an...

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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...

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Something is on the move

In a world where industries and markets are becoming increasingly dynamic, and where trends and innovations go through ever shorter life cycles,...

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“Aldi today, Armani tomorrow”

What to do in competitive markets with numerous customers willing to switch? With typology that permits individual customer classification it becomes possible to...

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