Customer satisfaction surveys: Methodological recommendations for financial service providers
针对银行、保险等金融服务商开展客户满意度调查时遇到的实际问题，从调查设计、抽样、方法、问卷和数据获取五个方面给出方法论建议，强调两阶段设计、简单随机抽样、大样本和严格现场准备能提升调查质量。
This methodological article investigates practical challenges that emerge when conducting customer satisfaction surveys (CSS) for financial service providers such as banks, insurance or leasing companies, and so forth. It displays methodological recommendations in reference with: (a) survey design, (b) sampling, (c) survey method, (d) questionnaire design, and (e) data acquisition. Article provides appropriate explanations that usage of: two-stage survey design, SRS method, large samples, and rigorous fieldwork preparation can enhance the overall quality of CSS in financial services. Proposed methodological recommendations can primarily be applied to the primary quantitative marketing research in retail financial services. However, majority of them can be successfully applied when conducting primary quantitative marketing research in corporate financial services as well. .