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Application of the CSI method to study and improve the quality of internet access service - case study

Molenda Michał

Quality Production Improvement - QPI

2020

Vol. 2, Iss. 1

36--43

The paper presents the results of research aimed at assessing the level of satisfaction of individual customers of a company offering Internet access services. The study was conducted using the CSI (Customer Satisfaction Index) method. The study process consisted of 2 stages. The first study conducted in 2017 identified customer requirements and revealed insufficient customer satisfaction with the services provided to date. The analysis of the CSI revealed that customer satisfaction in these areas was not the highest. This state of affairs forced the company to carry out a broad improvement program, which is characterized in this paper. The second study was conducted (in 2019) a year after the implementation of the changes. Owing to this, it was possible to compare customer satisfaction ratings and the customer requirements, as well as to assess the effectiveness of the improvement measures taken. The study allowed to broaden the knowledge about the analyzed service in terms of methods of its measurement and factors having a decisive influence on its quality and efficiency. The service under analysis has been effectively improved.

Assessment of Customer Satisfaction in Logistic Operators

Kramarz M., Slupina M.

Logistics and Transport

2017

Vol. 35, No. 3

13--20

Among numerous factors which affect a company's success on the market, the customer satisfaction is an important element. This paper presents a proposal for customer satisfaction assessment procedures which takes into account customer segmentation. A survey was carried out among the customers of the Silesian branch of an international logistic operator. As a result, CSI was measured in selected segments, quality maps were prepared and logistic customer service elements requiring improvement were proposed.

Satysfakcja i lojalność klientów

Lisiecka A., Kańka A.

Problemy Jakości

2015

R. 47, nr 10

21--25

The subject of research is a dependence of customer satisfaction and customer loyalty to the brand and business. The research are calculated the customer satisfaction index, which is equal to 54,28%, standard customer Loyalty index, which is equal to 88,46 % and amplified customer Loyalty index, which is equal to 26,92 %. The research shows the weaknesses and strengths of the business offer. The weaknesses are connected with substandard products and unidentified customer preferences. The strengths of the business offer are the staff behavior towards customers and the order and cleanness in the shop. The research shows that there is a connection between customer satisfaction and customer loyalty to enterprise. A high degree of customer satisfaction can provide to loyalty increase. The result of research can be used by enterprise to implementing successful business strategy. The enterprise should overcome identified weaknesses, understand customer needs, improve the business offer and deliver the high quality product.