The purpose of CUSTOMER SATISFACTION surveys is to evaluate the gap existing between the standard of service expected by Consumers and the one provided by the Commissioning Client and, eventually, by the main Companies present on the market.

Over the last years, R.C.I. has conducted more than 200 Customer Satisfaction surveys, implementing and further developing in the Italian context the theories designed by Professor PARASURAMAN whit whom R.C.I. had the opportunity to work directly and personally. His theories are based on the determination of:

• the Costumers expectations tolerance area, which is the distance existing between the Highest Desired Level and the Lowest Acceptable Level;
• the perception of services or products offered by the Commissioning Client and, if existing, by its Competitors
• the definition of the existing gaps between Expectations and Perceptions.

The Customer Satisfaction surveys conducted so far by R.C.I. concern the following areas:

• BANKS AND INSURANCE COMPANIES
• MANUFACTURING COMPANIES
• PUBLIC COMPANIES/SERVICE PROVIDERS
• PRIVATE COMPANIES/SERVICE PROVIDERS
• HEALTH CARE
• LARGE ORGANIZED DISTRIBUTION
• MUNICIPAL ADMINISTRATIONS
• TOURISM-HOTEL SECTOR

Thanks to our methodology and costs, our Institute was awarded the 1999 bidding held by ENEL in Rome for a Customer Satisfaction survey based on a national sampling of 5,600 in-home interviews, aimed at the following target groups:

• HOUSEHOLD USERS
• CONDOMINIUM ADMINISTRATIONS
• COMMERCIAL USERS

People satisfaction surveys concern the analysis of the atmosphere inside the Company and the employees motivation level.

Based on Customer Satisfaction and/or People Satisfaction surveys results, beside the usual synthesis report, R.C.I. proposes to the Commissioning Client also some IMPROVEMENT ACTIONS together with the methodology and eventual consulting support finalized to their application.