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The Austrian Customer satisfaction barometer (ACSB) — A pilot study

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Abstract

National customer satisfaction indices häve been published since 1989 in Sweden and since 1994 in the USA. These indices provide valuable information about the customer perception of the quality of the economic output. The data collected help customers in assessing quality of products and services, cornpanies in benchmarking their operations, and policy makers in making decisions about quality-related aspects. In Austria, as in several other countries, a similar monitoring instrument is under development; details of a pilot study are described in this paper.

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Authors and Affiliations

  1. Univ. Prof. Peter Hackl. Institut für Statistik, Univ. Ass. Or. Dietor Scharitzer. Vertr. Ass. Mag., Deutschland

    Peter Hackl

  2. Institut für Absatz-wirtschaft/Markating, Wirtschaftsuniversität Wien, 2-6, Augasse

    Dieter Scharitzer

Authors
  1. Peter Hackl
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  2. Dieter Scharitzer
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  3. Reinhard Zuba
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Hackl, P., Scharitzer, D. & Zuba, R. The Austrian Customer satisfaction barometer (ACSB) — A pilot study. Journal für Marketing 35, 86–94 (1996). https://doi.org/10.1007/BF03032418

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