Research

Win-win-win: the 10 questions for e-mail and telephony.

6 Aug , 2016
Geschreven door: Zanna

One of the benefits of my job is that I get to formulate driver analyses for all kinds of organizations. In turn, this provides me with wonderful, useful insights which many people find interesting. Today, I’d like to share the insights from a recent analysis of call and e-mail drivers of customer satisfaction. As a […]

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CCC Quality versus SERVQUAL

1 Sep , 2010
Geschreven door: Zanna

I’m sure most of you will be familiar with the term SERVQUAL . It is a measuring scale used to gage the quality of the service provided by an organization, from the customer’s perspective. It is based on the concept that high quality service has a positive impact on customer satisfaction. The question which occurred […]

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