"In recent years, reports in the business press have questioned the value of measuring customer satisfaction, suggesting that such research does not explain or predict financial performance. A new Cornell University research paper demonstrates now the contrary.
In this report, Cornell University demonstrates that customer satisfaction research, when designed and executed with the prerequisite psychometric and statistical rigor, does in fact yield actionable insights and show clear linkages to actual financial outcomes"
Read more via www.hotelmarketing.com

