Discusses how Digital Customer Services highlights a survey on achieving good “scores”, helping everyone in the organisation to work towards customer satisfaction. Describes three facets of the survey. Stresses that information gained from the survey can be utilised. Focuses on the use of the expectation scale and asserts that a survey can focus on achieving good “scores” which can be used as a public relations tool or it can help all to work towards customer satisfaction. Concludes that the programme is ever‐changing and the organisation committed to adjusting survey techniques to suit the changing dynamics and needs of a growing customer base in a global market.
Polischuk, F. (1991), "Delighting customers", Managing Service Quality: An International Journal, Vol. 1 No. 3, pp. 163-165. https://doi.org/10.1108/EUM0000000003143
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