Document T057

Satisfaction de la clientèle : mesure et utilisation

Presentation to the Quebec City chapter of the Professional Marketing Research Society, April 15, 2003.

This presentation dwelves into four crucial areas of the measurement of client satisfaction: the definition of the concept of satisfaction and the ramifications of the chosen definition, the place of client satisfaction within a global view of organisational effectiveness for public sector organisations, the technical aspects of client satisfaction measurement and guidelines regarding the interpretation of client satisfaction measurement results and action stemming from them.

53 pages, 1019k [PDF format]

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