TELOS: a customer satisfaction evaluation software

Telos is a consumer-based tool for measuring and analysing customer satisfaction. The software uses survey data on customer satisfaction judgements while the analysis of collected information is based on a preference disaggregation model. The implemented methodology follows the principles of multicriteria analysis using mainly ordinal regression techniques. The main advantage of the presented software is that TELOS fully considers the qualitative form of customers’ judgements and preferences. A simple numerical example is used for illustrating TELOSʹs basic features like simplicity, friendliness, and effectiveness. Finally, an overview of customer service management technologies is briefly presented and several extensions of TELOSʹs features and capabilities are discussed.