TY  - JOUR
AB  - 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.
VL  - 1
IS  - 3
SN  - 0960-4529
DO  - 10.1108/EUM0000000003143
UR  - https://doi.org/10.1108/EUM0000000003143
AU  - Polischuk Frank
PY  - 1991
Y1  - 1991/01/01
TI  - Delighting customers
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 163
EP  - 165
Y2  - 2024/04/25
ER  -