Glossary

Customer barometer

Since 1992 the customer barometer is being conducted by the German marketing association as a large-scale national study to measure customer satisfaction. Approximately 50 industries are assessed and about 25.000 telephone or personal interviews are carried out.

The satisfaction of customers concerning several criteria is determined on the basis of a scale and aggregated to an overall value (the so-called global satisfaction). The customer barometer aims at spreading the ideas and concepts of quality and satisfaction within the German economy as well as at improving businesses' proximity to the market and competitiveness.