Customer Needs, Expectations and Perceptions 

Description:

The more businesses know about their customers? needs, expectations and perceptions ? the better able they are to effectively market their products and services. This film covers the methods by which research into various aspects of customer relations are carried out in business and industry by organisations wanting to build a profile of their customer base. A narrator and four interviewees from business, industry and government explore different research tools and methods including focus groups and surveys, sampling, secondary research and analysing results. There are also street interview grabs used at various points. For senior secondary or FE students of marketing, business and other commerce-related disciplines, this resource is essential viewing.