TELOS: A customer satisfaction evaluation software

TELOS: A customer satisfaction evaluation software

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Article ID: iaor2001652
Country: United Kingdom
Volume: 27
Issue: 7/8
Start Page Number: 799
End Page Number: 817
Publication Date: Jun 2000
Journal: Computers and Operations Research
Authors: , ,
Keywords: decision theory: multiple criteria, statistics: regression
Abstract:

TELOS is a consumer-based tool for measuring and analysing customer satisfaction. The software uses survey data on customer satisfaction judgements while the analysis of collected information is based on a preference disaggregation model. The implemented methodology follows the principles of multicriteria analysis using mainly ordinal regression techniques. The main advantage of the presented software is that TELOS fully considers the qualitative form of customers' judgements and preferences. A simple numerical example is used for illustrating TELOS's basic features like simplicity, friendliness, and effectiveness. Finally, an overview of customer service management technologies is briefly presented and several extensions of TELOS's features and capabilities are discussed.

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