Customers
Dansk KundeIndex – Resultater og perspektiver
(Danish Customer Index – Results and perspectives)
Kristensen, K. & Eskildsen, J. K.
Børsens Ledelseshåndbøger – Total Quality Management (2005) 9.1.1-9.1.14.
The Danish Customer Index was launched in 1999 since when surveys have been conducted each year. This article provides insight into the results from 1999 to 2004 for banks, supermarkets and mobile telephone companies. It also includes results from 2004 for insurance companies and building societies.
The Drivers of Customer Satisfaction & Loyalty
Eskildsen, J. K., Kristensen K., Juhl H. J. & Østergaard P.
Total Quality Management & Business Excellence (2004), 15(5&6): 859-868.
In this article, several hypotheses about the effects of the EPSI model are tested, based on data from the Danish Customer Index 2000-2002. The results show that the effect of image has been increasing and that personal service is most significant for financial institutions.
Vejen til Excellence - DIEU’s anvendelse af kundetilfredshedsanalyser
(The path to Excellence – DIEU’s use of customer satisfaction surveys)
Voss, N. C. E., Schmidt-Laugesen, C & Vestergaard, T.
Ledelse & Erhvervsøkonomi (2000), 64(4): 216-222.
The Danish Leadership Institute (DIEU) has for several years worked in a goal-oriented way with quality improvements and in 1999 this resulted in DIEU – as the first Danish organisation ever – receiving the European quality prize ‘The European Quality Award’ in the SMB category. This article describes how DIEU uses customer satisfaction surveys in its work with Excellence.
Customer Satisfaction and Customer Loyalty in European Banking
Kristensen, K.
Springer Forlag, autumn 2001.
This article presents customer satisfaction results for the financial sector from several European countries. Moreover, it shows the relationship between customer satisfaction and financial results for the Scandinavian financial institutions.
Image og tilfredshedsundersøgelser - EPSI Rating / Dansk KundeIndex
(Image and satisfaction surveys – EPSI Rating/Danish Customer Index)
Kristensen, K.
Nordisk Forsikringstidsskrift (2004) (Scandinavian Insurance Quarterly),
85, (1), p. 41-48.
This article presents customer satisfaction results for the insurance industry since 1999, focusing on how customers perceive the image of each of the various companies.
Customer satisfaction and customer loyalty in European food retailing
Juhl, H.J., Kristensen K. & P. Østergaard.
Journal of Retailing and Consumer Services (2002), 9, p. 327-334.
Customer satisfaction and customer loyalty are becoming increasingly important within the grocery sector – a market characterised by low growth and fierce competition. This article conducts a comparative analysis of customer satisfaction throughout Europe. It also presents results with regard to the effect of ownership structure and shop type, and documents the relationship between customer loyalty and financial results.
Fejlprocenter, klager og kundetilfredshed i den danske bilbranche (Error percentages, complaints and customer satisfaction in the Danish automotive sector)
Østergaard, P., Kristensen, K., Juhl, H. J. & Eskildsen, J. K. Børsens Ledelseshåndbøger – Total Quality Management (2003), 9.5.1-9.5.22.
This article focuses on customer satisfaction and loyalty in the Danish automotive sector in the period 2001-2002, with the primary purpose of highlighting special phenomena concerning customer satisfaction and loyalty in the Danish automotive market. In order to validate the results from such a survey of the Danish automotive sector, it includes supplementary, independent results about the sector’s performance expressed through faulty repair work and complaints.
Kvalitet i den danske dagligvaresektor – udvikling, kundetilfredshed og kundeloyalitet (Quality in the Danish grocery sector – development, customer satisfaction and customer loyalty)
Juhl, H. J., Kristensen, K., Eskildsen, J. K. & Østergaard, P.
Børsens Ledelseshåndbøger - Total Quality Management (2003), 9.2.1-9.2.16.
Danish Customer Index has in the period 1999-2003 carried out a number of empirical surveys of customer satisfaction, customer loyalty and their determinants for the biggest players in the Danish grocery sector. This article presents a number of results from the surveys and uses them to describe the relative position of the chains in the market and to explain some of the development trends that have characterised the Danish grocery market.
Click here to download a complete list of literature on customer surveys
