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METHODOLOGY AND TECHNIQUES USED
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The analysis and measurement of care and customer service makes use of several methods depending on the type of research required. Qualitative Research It is used where in-depth information, which asks why, the motivations, perceptions about particular products, service, etc. It is an investigation being done on small samples, which represent the universe researched, but not statistically selected. The results are not quantifiable but explain the description of the facts from a qualitative point of view, with a high level of richness and depth. The techniques most commonly used are:
Quantitative Research Used when you require a statistically representative sample of the universe. The results are quantifiable and can be extrapolated to the total universe. The collection of information is structured and gives comprehensive, general aspects and possible critical points of the subject investigated. The techniques most commonly used are:
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