Customer Satisfaction

The Consumer Council has commissioned several studies on this subject. It became clear that existing models to determine and present customer satisfaction (as well as customer retention systems) are to be classified as marketing activities and, consequently, have a rather limited scope. A further aspect is whether and to which extent consumers are able to make quality assessments. Conclusion: other models are needed to determine customer satisfaction from a consumer perspective. The Consumer Council will continue to work on this subject.

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