COESIS RESEARCH Srl Sede legale - Direzione e amministrazione: 24127 Bergamo, Via Grumello 61 - Tel. 035/4328422 - Fax 035/2652639 Sedi operative: 20093 Cologno Monzese (MI), Via Milano, 150 - Tel. 02/2539581 - Fax 02/25395821; 07041 Alghero (SS), Via Don Minzoni 19/21 C.F. e P.IVA 03906890961 - Reg. Imp. di Bergamo n. 03906890961 - Cap. Soc. € 60.000,00 I.V. !! ! " # Coesis Research – Customer Satisfaction 2 $ ! " # $ ! $ % " % !# $ & & &' ( Coesis Research – Customer Satisfaction 3 " " # ' ' ( ) * * ) +( +, +$ ++& Coesis Research – Customer Satisfaction 4 . * $ ! ( ) ! $ " #($ $ Coesis Research – Customer Satisfaction 5 / * ( "! # ! ( + *2 + 0 " ! 1 Coesis Research – Customer Satisfaction 6 * 2 ! ! ( 3 "3 " # " # $ , (, - , $ Coesis Research – Customer Satisfaction 7 , " . " # " 46 PERCEPITO + ! $ ./ ! 1 $ .0 ! $ 45 5 Vx ! 1, 1 & + 1 (3,3) Vy - Coesis Research – Customer Satisfaction 5 ATTESO 1 8 PERCEPITO + 5 Vx + 1 (3,3) 5 ATTESO Vy - 1 Coesis Research – Customer Satisfaction 9 . * $ 2, ! ! " MISURAZIONE DELLA CUSTOMER SATISFACTION 2 3 PRIMO LIVELLO: PERCEZIONE SECONDO LIVELLO: ATTESE TERZO LIVELLO: IMPORTANZA 2 " 7 ) $ & + 4 $ Coesis Research – Customer Satisfaction 10 8 * 4 ! , $ , $ $ 0 0 ( GAP (P-A) RIALLOCARE +4 PRESIDIARE ) $ + - ) 1 (3,0) 5 IMPORTANZA $ ) IGNORARE INTERVENIRE -4 Coesis Research – Customer Satisfaction 11 8 5 $$ 5 $$ 5 $$ ! " 9 ! $$ ! :; $$ Coesis Research – Customer Satisfaction 12 8 GAP (P-A) +4 RIALLOCARE PRESIDIARE + 1 (3,0) 5 IMPORTANZA IGNORARE INTERVENIRE -4 Coesis Research – Customer Satisfaction 13 6 ! 0 , $ 7 $ ! * ! & 0 & 8 " . & ! 9 # Coesis Research – Customer Satisfaction 14 < 4 0 ( !! : , $ $ ; $ , 9 !: ! $ $ 7 ) 0 ! 4 7 $ < ! , Coesis Research – Customer Satisfaction 15 < 4 8 :== $ , $ $$ :;==%:'== 7 $'' ='' & Coesis Research – Customer Satisfaction 16 < 4 !0 + > 7 ! ! 3 ! +! ? + ? $ , ! " # , Coesis Research – Customer Satisfaction 17 . ! 2 1 0 8 ! 7 3 $ $ , , " @ 5 " # , $$ # @ 2 $$ # @ @ * " , 7 $$ $$ Coesis Research – Customer Satisfaction 18 . 1, " $ A 7 A $ $ ! B5& 5A , 8* 8 * Coesis Research – Customer Satisfaction 19 - , $ 2 ( % 3 % 3 C $$ C % 3 3 C Coesis Research – Customer Satisfaction 20 9 4 8 - " : ! * C 8 E - C C 8 E 4 8 - C C 8 E 4 8 - C C 8 Coesis Research – Customer Satisfaction E C !! ' < D ; : ' < D ; : ' < D ; : ' < D ; : ' < D ; : ' < D ; : ' < D ; : ' < D ; : ' < D ; : ' < D ; : ' < D ; : ' < D ; : 21