KEY POINTS > Confidentiality > Satisfaction criteria (level of importance, level of performance) > Overall satisfaction > Perception of the firm (differentiating factors, weaknesses, competitive positioning, quality of service…) > Using results to actually improve quality...

KEY POINTS > Confidentiality > Scope of survey (topic, timeframe…) > Sources of information (accounting, financial reportings, time reports, interviews…) WHAT HAS TO BE DONE > Frame survey’s objectives > Identify pyramid and business model ...

KEY POINTS > Confidentiality > Scope of survey > Information sources (interviews, documents, surveys, databases…) WHAT HAS TO BE DONE > Frame survey’s objectives > Identify information sources > Conduct publication and press analysis,...

KEY POINTS > Confidentiality > Open ended questions (spontaneous answers) vs. closed ended questions answers > Perception of the firm (differentiating factors, weaknesses, competitive positioning, quality of service…) > Profile of interviewed people (clients, non clients, purchasing...