Customer satisfaction measurement at Post Denmark: Results of application of the European Customer Satisfaction Index Methodology

In this article the ideas behind the European Customer Satisfaction Index a re introduced The methodology is explained and various methods of estimatio n are discussed. The practical use of the index is shown on a data set coll ected for Post Denmark and the results for both the private and the busines s-to-business markets are shown. Special emphasis is put on the idea of com bining the generic measurement of customer satisfaction with specific measu rements chosen specifically for Post Denmark. Various ways of approaching t his problem are discussed and a number of suggestions are given.