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The Customer Satisfaction Survey is a scientifically based tool that has been used in over 140 organizations and completed by over 25,000 customer respondents. It has been used as an aid to understand and improve service quality in the USA, England, Wales, Scotland, Jamaica, and Greece.
This tool includes two generic measures of customer satisfaction that apply to a wide array of industries, i.e., the quality of customer service and the appropriateness of the service system employed to meet the customers' needs. These two generic measures enable users to compare results against company standards as well as the performance of other organizations representing a wide range of industries.
This instrument is highly flexible, allowing organizations to adapt it to meet their own customer service concerns.
This tool has been used as a basis for published research on customer satisfaction in several academic and practitioner journals.
Scholarly Contributions Based On This Instrument:
Gilbert, G. R. & Veloutsou, C. (2006). “A
Cross-Industry Comparison of Customer Satisfaction.” Journal of
Services Marketing. Vol. 20 (5), 298-307.
Callahan, R. F. & Gilbert, G. R. (2005). "Design Features of Public Agencies and the Relationship with End User Satisfaction.
The American Review of Public Administration. (35).
Veloutsou, C., Gilbert, G. R. Mountinho, L. A. & Goode, M. M. E. (2005). "Measuring Transaction Specific Satisfaction in Services: Are the Measures Transferable Across Cultures?", European Journal of Marketing (39).
Gilbert, G. R., Veloutsou, C., Goode, M. M. H., and Moutinho, L. (2004). "Measuring Customer Satisfaction In The Fast Food Industry: A Cross National Approach."
Journal of Services Marketing.
Gilbert, G. R. (2003). "Is Business Mistreating America's Model Minority."
Journal of Applied Social Psychology, 33 (8).
Gilbert, G. R., Veloutsou, C., Goode, M. M. H., and Mountinho, L. (2003). "A Cross-Industry Comparison of Customer Satisfaction."
Conference Proceedings. World Congress, Academy of Marketing Science. Perth, Australia.
Nicholls, J. A. F., Gilbert, G. R. and Roslow, S. (1999). "An Exploratory Comparison of Customer Service Satisfaction in Hospitality-oriented and Sports-Oriented Businesses."
Journal of Hospitality and Leisure Marketing. 6 (1).
Nicholls, J. A. F., Gilbert, G. R. and Roslow, S. (1998). "Parsimonious Measurement of Customer Satisfaction with Personal Service and the Service Setting."
Journal of Consumer Marketing. 15 (3), 239-253.
Gilbert, G. R., Nicholls, J. A. F., and Roslow, S. (1998). "Measuring Public Sector Customer Service Satisfaction."
The Public Manager. 21-25. Winter.
Gilbert, G. R. & Veloutsou, C. (2006). " A Cross-Industry Comparison of Customer Satisfaction."
Journal of Services Marketing. 20 (5), 298-307.
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