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February 7, 2018. Today on RBDR:

A Jiffy Lube study into customer satisfaction factors that drive future business uncovers surprises that have positive and negative impacts.

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One thought on “Customer Sat Gains Biz Measurable Status | RBDR

  1. Using a 5 point likert scale for satisfaction and checking means is a sure way to not find enough differentiation to be significant. It does not have enough granularity. I tend to favor 10 point scales and focusing on 9-10 (fully satisfied), since past studies have shown that metric to be correlated with loyalty.

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