The goal for a customer
satisfaction study is to produce a customer satisfaction index which
will be used to monitor continuesly ours client's customer base and the
general public regarding satisfaction and retention.
It is the periodically collection of variables which made-up
what is all about the perception of satisfaction with significant
performance in friendliness, professional competence, reliability,
loyalty and expectations to the perception of quality plus relevant
ratings for customer retention regarding rebuying, cross-buying, further
The production of the Customer Satisfaction INDEX is based in two
vectors; the first is the quantification of the weight of each chosen participating
variable and the second is the quantification ratings of the variables
under measurement. Eventually the index is the mean score of the
ratings collected under the study. All relevant statistics are
applied (Friedman's test, Mann-Whitney test, Kendall's "T"