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Theory, development and implementation of national customer satisfaction indices: the Swiss Index of Customer Satisfaction (SWICS)

机译：国家客户满意度指数的理论，发展和实施：瑞士客户满意度指数（SWICS）

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摘要

The paper gives a short introduction on the relationships between satisfaction drivers, customer satisfaction, customer loyalty and economic success. Afterwards objectives, target groups and relevance of measuring customer satisfaction and related variables at the macroeconomic level are discussed. After an assessment of some international approaches of national customer satisfaction indices the model of the Swiss Index of Customer Satisfaction (SWICS) is introduced. The SWICS was published in 1998 the first time. Based upon 7400 telephone interviews with about 3800 customers the paper shows results for customer satisfaction, customer dialogue and customer loyalty in 20 industries as well as an analysis of the relationships between the latent variables in the single industries. Finally questions of integrating national customer satisfaction indices and cross-national approaches such as the European Customer Satisfaction Index (ECSI) are discussed.
机译：本文简要介绍了满意度驱动因素，客户满意度，客户忠诚度和经济成功之间的关系。随后讨论了目标，目标群体以及在宏观经济水平上衡量客户满意度和相关变量的相关性。在评估了一些国家级客户满意度指数的国际方法之后，引入了瑞士客户满意度指数（SWICS）的模型。 SWICS于1998年首次发布。基于对约3800名客户的7400次电话采访，该论文显示了20个行业的客户满意度，客户对话和客户忠诚度的结果，并分析了单个行业的潜在变量之间的关系。最后，讨论了整合国家客户满意度指数和跨国方法（例如欧洲客户满意度指数（ECSI））的问题。

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