Š Egor - Fotolia
BUSINESS TRAINING
Customer Satisfaction Analysis & Management – Part 4 Felice Ambrosino consultant
simeida@tin.it
The Customer Satisfaction Management plan The Customer Satisfaction issue lends itself to a wide variety of interpretations and applications with different types of strategic content. Some authors (Leoni and Raimondi, Un metodo per la
138
misurazione della Customer Satisfaction, published in Customer Satisfaction, ISEDI) distinguish between poor and high level of involvement as well as between the check/control factor and the continuous improvement one within the related action plan. For instance, a
N. 47 - SEPTEMBER/OCTOBER 2017 - international PAINT&COATING magazine
company could opt for the check/control of the adequacy of its performance as is perceived by the clients, or for the creation of a customer-oriented corporate culture with a vocation towards continuous improvement in order to ensure loyal customers. On the other hand, it could