Over-time variation in individual’s customer satisfaction scores

@article{Dawes2020OvertimeVI,
  title={Over-time variation in individual’s customer satisfaction scores},
  author={John Dawes and Lara Stocchi and Francesca Dall’Olmo-Riley},
  journal={International Journal of Market Research},
  year={2020},
  volume={62},
  pages={262 - 271}
}
Customer satisfaction is a commonly used business performance metric. Despite the widespread use of satisfaction surveys, little is known about how stable individual’s satisfaction scores are. If individual’s scores show instability, this has implications for market research design and managerial actions. To investigate the stability of satisfaction scores, this study uses data from a two-wave satisfaction survey in which the same respondents were interviewed 6 weeks apart. The respondents had… Expand

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