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Stepping off the roller coaster - Net Emotions Score

Stepping off the roller coaster - Net Emotions Score

Pressure to cut costs and to achieve operational excellence often pushes financial services companies to adopt a stop-start approach to actions designed to support and develop client satisfaction. The Arthur D. Little "Net Emotions Score" concept helps companies to measure and increase the strength of their business relationship with clients by aligning internal and external perceptions and comparing delivered quality with perceived quality.

Released: September 2008

Download File ADL_Stepping_off_the_roller_coaster.pdf (.PDF, 617 Kb)

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