Customer satisfaction is the primary branding in times of social media. The CRM Monitor shows that, among a total of 23 branches, American Airlines remains the number one business company when it comes to customer service.
Content:
ethority’s CRM Monitor identifies numerous brands and their position in the relevant dimensions of customer relations. At this, different branches (e.g. aviation, automotive, travel agents or mail order companies) were analysed with regard to main features which could have a major impact on customer satisfaction.
Survey:
- Comprehensive evaluation with the aid of ethority’s own monitoring technology gridmaster
- Period of the study: October 2008
- Sample: up to 20.000 comments per branch, 23 surveyed branches
- Surveyed channels: forums and weblogs
