Customer feedback gathering and management tools for product-service system design

Dimitris Mourtzis · Ekaterini Vlachou · Vasilios Zogopoulos · Ravi Kumar Gupta · Farouk Belkadi · Adel Debbache +1 more

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Service and Product Innovation Customer Service Quality and Loyalty Product Development and Customization

Abstract

Modern manufacturing industries are being shifted towards a new business model where low cost and high customer value solutions should be designed and provided. The use of advanced technology and mobile applications will support companies to approach customers, and extract and analyze their opinion. Towards that, this research work presents tools for customers’ feedback gathering and management to support efficient and accurate product and service designs. Mobile applications for customer feedback gathering on products and services and an importance-satisfaction analysis based on modular design approach are proposed. The tools are validated in a real case study from the robotics industry.

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References

2007Mail and internet surveys : the tailored design method 2010Likert scales, levels of measurement and the “laws” of statistics 1984Attractive Quality and Must-Be Quality 1964Simultaneous conjoint measurement: A new type of fundamental measurement 2017Kano qualitative vs quantitative approaches: An assessment framework for products attributes analysis 2009Evaluation of customer satisfaction for PSS design 1999Macro level product development using design for modularity 2016Applications for Frugal Product Customization and Design of Manufacturing Networks

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