A survey of customer satisfaction barometers: Some results from the transportation-communications sector

The most important efforts that have been reported for the development of generic satisfaction barometers during the last years refer to individual business organisations, industry sectors or the total of national economies. The main aim of these efforts is the data collection either for comparative analysis of companies performance regarding customer satisfaction or for monitoring the evolution of global and partial satisfaction indices. In addition, the generic satisfaction barometers provide the ability to correlate basic economical dimensions with customer satisfaction like productivity variations at a national level or changes in the general consumer price index. This study presents the most important efforts for the measurement of customer satisfaction at the transportation-communications sector within the frame of development and installation of national satisfaction barometers. Furthermore, the models, which constitute the basic methodological tools for the measurement and the analysis of the presented satisfaction barometers, are briefly presented through this paper. 2003 Elsevier B.V. All rights reserved.