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QUALITY


CIES uses a customer/user satisfaction testing model based on expected satisfaction and perceived satisfaction levels, which was developed by The Research Alliance and has been tested with success.It not only enables us to obtain a segmentation of customers based on their level of satisfaction, but also forecasts which customers are likely to defect in the short to medium term and what added values would be required to retain their loyalty.

A sample of customers is evaluated on a scale of indicators every 6 months (frequency depends on the type of activity), this provides a graphical display which enables us to identify and assess any changes in the segmentation.

 

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