French Odyssey

Stewart, Brenda
March 2007
Management Services;Spring2007, Vol. 51 Issue 1, p44
Academic Journal
Case Study
The article presents a case study of Citroën UK in an effort to prove that improving customer service increases profits. When the company found that its customer satisfaction index (CSI) had remained static for over 12 months, it decided to undertake a pilot study using Cape Consulting's service performance measurement system. This involved analyzing what constitutes ideal service in the eyes of customers and then developing a data collection and measurement system to motivate staff to focus on ensuring customers' service priorities are met.


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