Complex sampling designs for the Customer Satisfaction Index estimation

DI BATTISTA, TONIO; Department Of Quantitative Methods And Economic Theory - University Of Chieti-Pescara & VALENTINI, PASQUALE; Department Of Quantitative Methods And Economic Theory - University Of Chieti-Pescara
In this paper we focus on sampling designs best suited to meeting the needs of Customer Satisfaction (CS) assessment with particular attention being paid to adaptive sampling which may be useful. Complex sampling designs are illustrated in order to build CS indices that may be used for inference purposes. When the phenomenon of satisfaction is rare, adaptive designs can produce gains in efficiency, relative to conventional designs, for estimating the population parameters. For such sampling...