Published in Journal of Industrial Engineering and Robotics, Volume 6, Number 1
Written by IVAN Elena-Bianca, ARON Georgiana-Elena, GUȚOIU Andreea-Cătălina
Scientific coordinators: Irina SEVERIN

One of the biggest challenges facing organisations is customer satisfaction. To own success, companies must consistently focus their efforts and priorities on understanding and meeting the needs and expectations of all their customers. At the same time, they must identify the right methods and tools to measure customer satisfaction and ensure customer loyalty. The case study consists of evaluating the customer satisfaction trategies of three companies, Altex, CCC and H&M, using the triangulation method. Triangulation will be carried out using three tools: a checklist based on a structured interview with an employee of each company, an analysis of each company's website and a survey in which 100 customers expressed their opinion about these organisations. Finally, conclusions will be drawn according to the chosen hypotheses (companies are interested in customer satisfaction; companies have defined their key values; they define their stakeholders and target them with their approaches; they align their approaches with regional, European policies).

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