This book deals with problems related to the evaluation of customer
satisfaction in very different contexts and ways. Often satisfaction
about a product or service is investigated through suitable surveys
which try to capture the satisfaction about several partial aspects
which characterize the perceived quality of that product or service.
This book presents a series of statistical techniques adopted to analyze
data from real situations where customer satisfaction surveys were
performed.
The aim is to give a simple guide of the variety of analysis that can be
performed when analyzing data from sample surveys: starting from latent
variable models to heterogeneity in satisfaction and also introducing
some testing methods for comparing different customers. The book also
discusses the construction of composite indicators including different
benchmarks of satisfaction. Finally, some rank-based procedures for
analyzing survey data are also shown.