Re: Customer Satisfaction Scale - How to Benckmark Customer Satisfaction?
By nature is does not make sense to transfer something subjective into objective - I am not trying to do that. That satisfaction is a personal thing, seems to be a question of definition... As to the 10/11 - isn't it just about whether you measure e.g. cm vs. inch., I mean even though it is problematic you still have a scale that you can make use of, and no matter what scale your neighbour is using, you can compare and find out how who can make the most noise. The scale is continues and can be related to DB.
Concerning the last comments, I will reflect a little more upon it and be back. I thought about defining the difference, that is making categories alike worse, same, better - but I am not sure that it will make the ghost disappear...
In the end I would like to relate it to the Kano-model (and yes to QFD/HOQ).
By nature is does not make sense to transfer something subjective into objective - I am not trying to do that. That satisfaction is a personal thing, seems to be a question of definition... As to the 10/11 - isn't it just about whether you measure e.g. cm vs. inch., I mean even though it is problematic you still have a scale that you can make use of, and no matter what scale your neighbour is using, you can compare and find out how who can make the most noise. The scale is continues and can be related to DB.
Concerning the last comments, I will reflect a little more upon it and be back. I thought about defining the difference, that is making categories alike worse, same, better - but I am not sure that it will make the ghost disappear...
In the end I would like to relate it to the Kano-model (and yes to QFD/HOQ).

