Abstract
In this article the ideas behind the European Customer Satisfaction Index are introduced. The methodology is explained and various methods of estimation are discussed. The practical use of the index is shown on a data set collected for Post Denmark and the results for both the private and the business-to-business markets are shown. Special emphasis is put on the idea of combining the generic measurement of customer satisfaction with specific measurements chosen specifically for Post Denmark. Various ways of approaching this problem are discussed and a number of suggestions are given.
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