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Tóm tắt nội dung: Why we feel we understand the issues around customer satisfaction O We have been carrying out customer service audits, by telephone and face to face interviews, since 1995. O 6000 interviews have been completed. We always use ‘moments of truth’ Audits are comprehensive but expensive. A web based system is be cheaper. KPI-online was developed and launched (now known as ACE).

The latest thinking on Customer Satisfaction Measurement.pdf

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The latest thinking Customer Satisfaction Measurement pdf


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