The Origins of Surveys

Surveys are as old as large societies. Historically, humans have lived in groups of about 120 people. Researchers say this is roughly the number of people we can actually know, as a friend or relative or acquaintance, not just a name. However, as soon as we began gathering in societies rather than small villages, it… Read More

Does Customer Satisfaction Affect Employee Satisfaction?

Research shows that employee satisfaction can have a positive effect on customer satisfaction. But does it work the other way around? In a paper titled Relationship Between Employee Satisfaction and Customer Satisfaction, Beomjoon Choi of California State University, Sacramento and Hoseong Jeon of Hallym University in South Korea present their findings on the issue. As… Read More

New Tech Gauges Customer Satisfaction Via Emotion in Voice

Taiwanese researchers have developed an automated technology that can gauge customer satisfaction over the phone. And it can do it better than humans. Shuchih Ernest Chang and Yu-Teng Jang of the National Chung Hsing University in Taiwan used recorded customer voice files to “construct an artificial neural network-based” technology that matches tone of voice to… Read More