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White Paper:
Strategic CSAT: Driving Strategic Outputs From Satisfaction Research
Report Summary Findings:
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Outsourcing customer satisfaction research is common but not universal: 54% of large scale enterprises fully outsource their CSAT programmes
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According to marketing decision makers, key strengths of CSAT research programmes are problem diagnosis, data collection methodology, basic reporting and responsiveness
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The overriding key weakness of CSAT research programmes is their inability to deliver strategic outputs
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White Space have identified five key initiatives which can address this key weakness and allow organisations to drive strategic outpits from satisfaction research
The information in this report is based on primary and secondary research conducted by White Space, including interviews with over 20 marketing decision makers.
White Paper written by John Bee, Director, White Space
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