I found some interesting information regarding how customer satisfaction is measured and the areas in which the reaseach is done.

"The Benchmarking Network and CSMA announced they will be kicking off the 3rd Annual Customer Satisfaction Measurement Benchmarking Study. Now is the time to join and become involved in setting the focus and direction of the study. This is a "best practices" study that will include site visits to top performing companies.

The study will review the Customer Satisfaction Measurement area including research into:

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UK Government’s is facing challenges from the public while reforming the public sector reforms because like every other country, people want higher standards without paying higher taxes.
There are three models for meeting this challenge

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The prism model discussed in class represents the interaction and dependency between a service, its provider, customer and user. Knowledge management is a key player in the balance between the edges of each face of the prism. 

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One of the services provided by Government is security for its citizens. Security measures continue to tighten in an effort to root out terrorism within U.S. borders. One of the movements to expand identification rules includes creating a national identification system for citizens and visitors. One of the things that I found interesting is the reaction of U.S. citizens towards this service which is for their own benefit. The criticism is not just because of the costs that the citizens would have to bear but mainly because they believe that this is a risk to their private and personal information, especially if the system accesses their day-to-day personal transactions such as bank transactions, health care etc. SSN thefts and misuse is also a cause for their mistrust.

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A major factor that influences the value of a service for the provider is the quality of customer support provided. To avail cost reduction benefits, outsourcing customer support services to countries like India had been a common trend for many American companies in the past. This however is changing, mainly because of the language barriers and security concerns involved. Companies are hiring more work-at-home employees and contractors to outsource their customer support services without off-shoring. These jobs range from general call handling to providing technical support.

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