Calculating the return

Yoswick, John
March 2008
South Texas Automotive Report;Mar2008, Vol. 10 Issue 6, p4
Trade Publication
The article discusses the findings of a research study on customer satisfaction index (CSI). The entry indicates that shareholder value increased for companies whose customer satisfaction ranking within the same industry remained constant. It also gives information on the CSI worksheet developed by CSI Complete to help shops or insurers calculate return on investment in CSI. In relation to this, the worksheet provides data to find and correct problems that lead to customer dissatisfaction.


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