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Can a firm rely on the results of customer satisfaction surveys to tell whether it is treating its customers fairly?

April 26, 2017customer customers fairly firm results satisfaction surveys treating

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Can a firm rely on the results of customer satisfaction surveys to tell whether it is treating its customers fairly?

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MI on customer satisfaction may be indicative of fairness. However it does not demonstrate fairness – customers can be satisfied with unfair treatment and dissatisfied with fair treatment. Satisfaction can therefore only go so far in measuring TCF.