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Development of a European Satisfaction Index System for the new economy and design of information delivery system allowing international comparisons

Development of a European Satisfaction Index System for the new economy and design of information delivery system allowing international comparisons

Objective

Today, there is a lack of consistent and regularly disseminated information on quality performance from the customer perspective in most sectors. Such information is needed for understanding the competitiveness on national, European as well as company levels, for analysing level and change in standard of living and for establishing a precise comparison between the new economy and the traditional sectors.
The consortium is composed of height partners drawn from the most renowned European research institutions and private companies in the field. All these partners are international leaders within their respective competence areas, and as a whole bringing state of the art knowledge together in innovation and quality management in research, marketing, informatics and statistics.
In 1999, the turnover of customers satisfaction surveys was about 320 MEURO in Europe, and is growing by more than 15% per year.

Objectives:
The ESIS project has the target to research, to develop and to implement:
- a regular measurement of Customer satisfaction in Europe with and ad hoc software tool;
- a Data warehouse system able to collect and manage the successive questionnaires.

The main objective underlying the design of this system is to tackle the problem from data collection to information interpretation. This requires methodological advances in the fields of statistical models and techniques of satisfaction index estimation for the New Economy, and technical development of tools for fast data collection from the Net and functionally rich delivery of information.

The system will deliver index values for individual companies, industries and for sectors as well as the entire economy.

Work description:
The WP1: User requirements - will allow determining the user's needs in the different parts of ESIS : writing of the satisfactory questionnaires adapted to the New Economy, collection and storage of surveys data in a data warehouse, writing of the model linking the answers to the different facets of the satisfaction, statistical estimation of the coefficients of the model and satisfaction indexes, data mining on the results database and dissemination of resulting statistical reports.
The WP 2: Specification, Methodology and Tools - will be precisely dedicated to the writing of the technical specification sheets of the principal stages of the project.
The WP 3: ESIS computational engine - will concern the development of the heart of the calculation system. It is an operational software composed of complementary modules assembled to realise the necessary operation to obtain the satisfactory indexes from the answers to the questionnaires.
The WP 4: ESIS Information Delivery System - will concern the development of the software tools places upstream and downstream of the computational engine in order to create a complete management system for the input data (the questionnaires data warehouse) and the output results (to the data mining in the satisfaction indexes in the database).
The WP 5: Pilot and Validation Phase - will include the installation of the pilot of the system, the statistical calculations validation and tests on the integrated set. The validation results will be used for the fine-tuning of the whole system.
The WP 6: Dissemination - will comprise every communication operation concerning the system at the scientific and commercial levels (for companies, national and international organisations).
The WP 8: will concern every activity linked to the co-ordination of the project.

Milestones:
M0.1: Mid-term review report;
M0.2: Final review report;
M1: End-users requirements;
M2: ESIS specification;
M3: ESIS Software;
M4: ESIS information delivery system;
M5: Pilot application;
M6.1: Set up of the User Group;
M6.2: User Group event 1, 2 and 3.

ESIS will offer a tool to study competitiveness and profitability, study consumer value and benefits, and company impact on society and understand new economy companies specific position in market.

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Coordinator

DECISIA (CISIA)

Address

30 Rue Victor Hugo
92300 Levallois Perret

France

Administrative Contact

Alain MORINEAU

Participants (7)

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ELECTRICITE DE FRANCE SERVICE NATIONAL

France

FINMATICA S.P.A.

Italy

KEPLER PRODIMPEX S.A.

Romania

LIAISON SYSTEMS A.E.

Greece

UNIVERSITA DEGLI STUDI DI NAPOLI FEDERICO II

Italy

UNIVERSITAT POLITECNICA DE CATALUNYA

Spain

YAHOO FRANCE S.A.S.

France

Project information

Grant agreement ID: IST-2000-31071

  • Start date

    1 December 2001

  • End date

    30 November 2004

Funded under:

FP5-IST

  • Overall budget:

    € 1 524 496

  • EU contribution

    € 865 993

Coordinated by:

DECISIA (CISIA)

France