Survey design

The chief research object of the national Kundenmonitor surveys is customer orientation of companies and organisations in the countries tested. This is measured mainly on the basis of customer satisfaction of private consumers and its effect on future customer relations.

The sample size is adjusted to statistical and the industries’ requirements, particularly in regard to the expected number of cases for different suppliers in the respective markets. The industry range is adjusted every year according to secondary analysis and the recommendation of experts, and the questionnaire is regularly updated.