Collecting customer satisfaction data with web surveys. Case study

      Аннотация: The objective of this Master’s thesis project was to provide comprehensive managerial implications that need to be thought over when constructing and distributing web surveys to collect international customer satisfaction information in a B2B environment. This project was conducted by means of qualitative research. Secondary research of academic- and other articles, was conducted on a particular set of topics pertaining to the research questions. From the knowledge and insight drawn from the secondary sources of research, primary research was initiated. This segment of the research was conducted with three open-ended interviews, where the literature review provided crucial elements to be discussed with the interviewees.

Ключевые слова: customer satisfaction, web survey, survey template, survey distribution