Are there requirements to maximize customer satisfaction from the service?

Let's say I can see that my outcome metric (Customers' satisfaction with service = Service OSAT) dropped. And I want to know whether it dropped because Service OSAT dropped, or because demographic distribution changed. Maybe now we have more Male responders who usually give lower scores than Female.

Which model can help me to assess what drives Change in Service OSAT?

I am wondering if there are any papers dealing with this topic and what scales have been developed for measuring it. It will be great !

Thank you so much

I am a University student taking up Masters in Business Administration major in Human Resource Development. I am looking for a research partner to collaborate and share knowledge with. My topic is about Long Service Delay and it's impact to customer satisfaction.

In an emerging economy, unlike developed economy, systems and structures may not be fully operational and in place.

The customer may not be enlightened fully about product or services.

In my view, the following measures could be used:

a) Repeat sales

b) No or less number of customer complaints

c) Willingness to wait if the product is not available immediately,

I have been asked an assignment question for next week entitled Apply QFD and FMEA to a design, product,service, and the process of your choice. What would they solve? Use models to calculate and RPN and recalculate the RPN on the basis of quality improvements.

I would be grateful for any prompt response.

Kind regards

LIAM O' Ceallaigh

In the era of a more transformational experience economy, everything is tied to the hype of digitalization and AI.

However, the human being in the form of physical presence is an integral part of services and personalized customer experience.

With everything going digital it is impossible to stay closed to these but removing the human presence from this equation would also co destruct Customer Experience.

This brings me to the argument of the need to have a balance between Tech and Touch.

What are your thoughts?

I am looking for articles about how do road transportation service providers manage their brands with some clear practical examples. I will be grateful for any help.

Does anybody know TCR sequencing service place for mouse? we need to do TCR sequecing for mouse tissue, I COULD not find a place to get this done. very appreciate for any information.

shujing