Measuring Customer Feedback, Response and Satisfaction - Psychology

PSYCH > Vol.8 No.3, February 2017

Measuring Customer Feedback, Response and Satisfaction ()

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DOI: 10.4236/psych.2017.83021 3,709 Downloads 16,089 Views Citations

Author(s)

Rebecca Milner¹, Adrian Furnham^1,2*

Affiliation(s)

¹Research Department of Clinical, Educational and Health Psychology, University College London, London, UK.
²Norwegian Business School (BI), Olso, Norway.

ABSTRACT

This paper reviews various different questionnaires designed to measure customer response to a particular service. They differ on various criteria including the dimensions that they are trying to evaluate their established psychometric qualities and their usage. Recommendations for their use are made.

KEYWORDS

Customer Feedback, Questionnaires, Inventories, Service, Quality

Share and Cite:

Milner, R. and Furnham, A. (2017) Measuring Customer Feedback, Response and Satisfaction. Psychology, 8, 350-362. doi: 10.4236/psych.2017.83021.

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