A propósito de medir a satisfação dos clientes

Neste vídeo:

Por volta do minuto oito e meio esta pérola que merece reflexão:

"The problem with market research is that people don’t feel what they think, they don’t say what they think, and they don’t do what they say. Understanding what people truly feel is incredibly difficult. 

We’re beginning to develop tools to measure emotion more accurately, but until those are reliable, don’t rely too heavily on people to tell you what they want, because they often don’t know themselves. The parts of the brain responsible for feelings aren’t well connected to the parts responsible for speech. A lot of psychology — and certainly a lot of business strategy — rests on the flawed assumption that people have conscious access to their unconscious motivations and desires. But the truth is: they don’t. These drivers are opaque to introspection. People can't explain them because they genuinely don't understand them at a conscious level."