Object of study
The central object of the study is the customer orientation of companies and organisations in Germany, Austria and Switzerland (measured by the customer satisfaction of private end customers older than 16) as well as its impact on future customer relationships in terms of customer loyalty.
Kundenmonitor is based on a population representative approach. The results refer to the following populations:
|Germany||Telephone interview (CATI)||German population older than 16, reachable by phone in private households in Germany (private end consumers)|
|Online interview (CAWI)||German population aged between 16 and 74, reachable via internet and member of an online access panel|
|Austria||Online interview (CAWI)||Austrian population aolder than 16, reachable via internet and member of an online access panel|
|Switzerland||Online interview (CAWI)||Swiss population aged between 16 and 74, reachable via Internet and member of an online access panel|
Sample and survey period
The sample sizes are annually adjusted to the statistical and industrial requirements, particularly in regards of the market relevance of certain providers. ServiceBarometer AG adjusts the industry range and updates the questionnaire every year according to secondary analyses and the recommendation of experts. For the telephone interviews in Germany, the responding households are selected on the basis of the current telephone random sampling system of the representation of private market and social research agencies in Germany (Arbeitsgemeinschaft der deutschen Marktforschungsinstitute, ADM).
The current surveys are based on following sample sizes: