Feelings you can bank on
How customers’ emotions can reveal actionable insights for business

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Author(s): Orlando Wood, Sarajit Mitra, Bhavya Shah
Collection: Congress 2010 - The changing face of market research
Keywords: Customer Satisfaction Studies

ESOMAR Congress 2010 Award Nominee - Best Methodological Paper
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Members: EUR 12.00

This paper reveals an exciting new approach to customer satisfaction tracking, one that takes a proven and intuitive device for measuring emotion and uses it to provide highly actionable, real-time customer feedback for clients. With reference to a pilot study conducted with HSBC, this paper will show how a completely new measurement system for customer satisfaction has uncovered new insights for management and customer-facing staff, and proved to be a great deal more valuable than traditional customer satisfaction research.



Date of publication: 15.09.2010
ISBN: 92-831-0244-4
Order Code: 53343_22
Number of pages: 25

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