P/M/711. Customer satisfaction: statistical analysis of BT customer study data
(2006, 2000 words)
The paper reports on the statistical analysis of the BT customer study data investigating the levels of customer satisfaction with BT overall performance and the performance of each BT customer categories (business channels), i.e. BT Direct, BT Local buyers and BT Resellers. The variables that contribute to customer satisfaction are identified and evaluated.
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