Customer satisfaction measurement in the credit reference agency industry

The topic of customer satisfaction is generally and continuously growing in importance. As a basis for systematic analyses evaluations and derivations of measures right through to strategically oriented decisions an adequate measurement of customer satisfaction is required above all else. Measuring customer satisfaction in the credit reporting industry differs from other industries because it involves approaches and methods that require a great deal of explanation and communication which is why the human factor plays a significant role. The type of measurement methods and specific measurement methods that are suitable for the industry in question are determined empirically qualitatively and quantitatively using a target group of experts. The significance respective components and effects are examined and elaborated in more detail in the theoretical part of the thesis. In particular the important topic of customer satisfaction measurement is dealt with and explained in a comprehensive manner using methods objectives and causes.