The ESOMAR researcher paper archive is now open!
Members can sign in now for free access to the ESOMAR research paper archive
|Author(s): John Jennick, Gary Schwartz
Collection: Congress 2006 - Foresight - The Predictive Power of Research
Keywords: Web Panel, Customer Satisfaction Studies
ESOMAR Excellence Award Nominee - Best Paper 2006/2007
Members: EUR 0.00
This paper describes how Egg measures the customer experience across key moments of truth in the customer lifecycle.
The authors demonstrate the correlation of agreement with value statements to customer satisfaction within key business functions and Egg contact centres, and how this translates to increased value to Egg's business.