Evaluation of the most frequented forms of customer feedback acquisition and analysis

Križo, Pavol

Evaluation of the most frequented forms of customer feedback acquisition and analysis / Pavol Križo ... [et al.]. -- © 2018, Springer Nature Switzerland AG. Knowing and analyzing customer requirements is a constant challenge in quality management. Organizations can use various forms to identify and analyze these requirements. The most commonly used tools include complaint analysis, observation of customer behavior, like/dislike questions, questions about feelings, general questionnaires, external and internal focus groups, attributive satisfaction measurement and statistical analysis. This paper aims to explore the extent to which these techniques are associated with the organization’s resultant success. The results are based on a survey and the data are processed by standard statistical procedures. Individual analyzes pointed out to the fact that in terms of the market situation there are four groups of organizations. One of them, named as “innovators”, uses mostly semi-open forms of customer feedback acquisition and analysis. The success of the organization is a relatively broad concept, and the ge

In Knowledge Management in Organizations : communications in computer and information science : proceedings of 13th international conference KMO 2018, Žilina, August 6-10, 2018. -- Ham : Springer Verlag, 2018. -- ISBN ISBN 978-3-319-95203-1. -- S. 562-573