« A puzzle | Main | Involving employees »

October 24, 2007



How about another research paradox.You improve in all requirements that are important to customers, significantly in the priorities for improvement, and as expected the satisfaction index increases.However when we look at how the customer rates their overall experience this has not changed.

Stephen Hampshire

Interesting question Sean! And not an easy one to answer. I'm assuming that you're talking about an overall satisfaction question here?

I appear to have written so much in response that it'll have to be a new post, but the gist is that I think it probably comes down to reporting % top box.

Full response coming soon!

The comments to this entry are closed.