Satisfaction Analysis

The System

MUSA System has the following main objectives:

• To support the planning and the implementation of surveys, which concern the satisfaction of customers and employees.
• To provide the ability of publishing online surveys.
• To analyse the data gained through the questionnaires.
• To publish the results in a form that is easily understandable.

MUSA System provides answers to the following questions:

• Which are the most important factors that affect the satisfaction of customers or/and employees?
• What is the significance level of these factors?
• To which level customers and employees are satisfied?
• What is the customer satisfaction level in comparison with the characteristics of the received service or product?
• What is the employee satisfaction level in comparison with the characteristics of their occupation?
• What is the overall customer or/and employee satisfaction level?
• Which are the factors that contribute to satisfaction and must be improved?

The System has the following features:

• Survey setup
• Questionnaire creation
• Questionnaire publishing
• Data analysis and reporting using MUSA approach
• Export data for further analysis

The need

The measurement of customers and employees satisfaction -employees being the internal customers of a company or an organisation in general- is considered to be of significant importance by enterprises of any size and field of activity. Many enterprises consider the satisfaction of their employees the sole criterion of their success. The main objective of the measurement of employee satisfaction is to identify the level at which the corporate environment that is offered by the enterprise, meets the expectations of its employees.

In general, the main aims of the measurement of customer and employee satisfaction focus on the following:

• A significant number of customers and employees do not express their complaints or the frustration caused by the by the company or organisation because of the existent culture or because they do not believe that the company will proceed in specific actions that will face the source of dissatisfaction.
• The implementation of the main principles for constant improvement in enterprises demands the existence of a standardised procedure for the measurement of customer and employee satisfaction. In this light, the actions under way for the company’s improvement are based on standards that are in accordance with the needs and desires of customers and employees.
• The measurement of customer or employee satisfaction may assist in the understanding of the general outlook of customers and employees and specifically the determination and the analysis of their needs, expectations and desires.
• Internal quality is necessary for external quality.

The customer and employee satisfaction surveys aim at constituting a useful tool for the administration of any enterprise. Specifically, they are oriented towards the pinpointing of the weak elements of the organisation internally and externally.

Dataset Generator

The Generator

The aim of the dataset generator is to support the researchers in using MUSA method. By following Monte Carlo simulation techniques, it produces realistic reference data sets, which are based on the unambiguous specification of aggregation-disaggregation approach. These data sets possess certain properties according to the scenario that the user wants to implement.

The generator produces data sets of answers for customer satisfaction questionnaires. The tool enables the creation of questionnaires by asking the researcher to provide the number of criteria (and subcriteria) as well as the number of different levels for global and partial satisfaction questions. The generated answers are in accordance with specific customers’ behaviour profile, which is expressed through value functions regarding the global and per criterion satisfaction.

The data generator produces these functions following an interactive procedure through which the researcher may request specific characteristics for the global and partial value satisfaction functions. After the definite selection of the value functions the generator produces the data set of the answers. Sample size is defined by the researcher who may also decide on the degree of the acceptable error per virtual customer. The generated answers are saved in a data base and they may be exported in different formats for further use in MUSA or other software.

The generator may be used for the creation of several test cases that will help researchers to evaluate MUSA’s results comparatively to other methods or by using some of the internal performance indicators. These test cases may also provide some help for the selection of appropriate values for parameters γ and ε.

The generator has a user friendly interface that allows an interaction at all stages giving the researcher the opportunity to describe each scenario in details and with clarity.