Measuring customer satisfaction and understanding customer effort in a B2B context

Our members asked us to investigate a number of aspects of Customer Satisfaction measurement in a Business-to-Business (B2B) context. Specific questions were:- What are the different metrics of customer satisfaction that are measured in a BTB relationship? Which are used the most? Which are the most effective? Do they vary by type of company? Are there new ways to measure customer satisfaction that more closely reflects their customer experience? What does customer effort mean in a B2B relationship? How do we identify where we are not easy to do business with? What do we have to do differently? Our approach to the subject was to review existing literature and previous research and then to conduct an exploratory qualitative review into the subject by conducting interviews with a range of B2B companies and a sample of their customers. The purpose behind the interviews was to try to answer the above questions and to identify if there were opportunities for more in-depth research in the future. The project demonstrates that the B2B companies compile and use a customer satisfaction rating for their business-to-business relationships but that there is little commonality between companies in both the full range of questions asked and the scales used for the individual questions. All of the companies use a mixture of global and dimensional measures (see literature review in section 2). There is some scope for manipulation of the customer satisfaction process in most companies so the results have to be treated with a degree of caution. However, the companies believe that they are getting good positive and negative feedback from the process so they see significant value from it. Where the customer satisfaction rating falls below an acceptable level, which differs by company, responses are shared with the customer as part of the regular relationship meeting and a monitored action plan is the normal result. In addition, in most cases, common issues are identified at company level and considered for improvement programs. The questions about customer effort showed that companies in general consider themselves more difficult to do business with than their customers do. Analysis of both company and customer views of what was ‘easy’ and what was ‘difficult’ about the relationship identified a number of interactions that could potentially be the subject of process improvement initiatives. It appears from this research that the inclusion of customer effort questions would benefit the customer satisfaction process for B2B companies and a number of best practise approaches were identified from this and previous research

A contingent value? The changing role of autonomy in law and policy on AIDS

This essay examines the changing role of the ethical value of autonomy in law and policy relating to AIDS in a number of European jurisdictions. In the early years of the epidemic the autonomy of infected and at-risk persons, and of social groups was promoted as a means of reducing the spread of HIV in the general population. Accordingly autonomy was deemed worthy of respect for instrumental reasons. This means-end calculation was premised on the lack of medical therapies, as well as the need to avoid discrimination in order to prevent at-risk persons from going underground as far as health care systems were concerned. In law this instrumentalisation of autonomy was reflected in a specific application of the proportionality test, i.e. to impose coercive or discriminatory measures would be disproportionate, or even inimical, to the end of reducing the spread of HIV. This was a contingent analysis, strongly informed by the state of medical knowledge at the time, as well as by the relative power of professionals, health bureaucrats and lay activists. With the introduction of effective therapies such as Highly Active Retroviral Therapy (HAART) and Zidovudine (AZT) the terms of the proportionality analysis have changed decisively. As a result, it is now more likely than before that coercive measures will be implemented. --

Reduction of dimension for nonlinear dynamical systems

We consider reduction of dimension for nonlinear dynamical systems. We demonstrate that in some cases, one can reduce a nonlinear system of equations into a single equation for one of the state variables, and this can be useful for computing the solution when using a variety of analytical approaches. In the case where this reduction is possible, we employ differential elimination to obtain the reduced system. While analytical, the approach is algorithmic, and is implemented in symbolic software such as {\sc MAPLE} or {\sc SageMath}. In other cases, the reduction cannot be performed strictly in terms of differential operators, and one obtains integro-differential operators, which may still be useful. In either case, one can use the reduced equation to both approximate solutions for the state variables and perform chaos diagnostics more efficiently than could be done for the original higher-dimensional system, as well as to construct Lyapunov functions which help in the large-time study of the state variables. A number of chaotic and hyperchaotic dynamical systems are used as examples in order to motivate the approach.Comment: 16 pages, no figure

Multi-wavelength Signatures of Cosmic Rays in the Milky Way

Cosmic rays (CRs) propagate in the Milky Way and interact with the interstellar medium and magnetic fields. These interactions produce emissions that span the electromagnetic spectrum, and are an invaluable tool for understanding the intensities and spectra of CRs in distant regions, far beyond those probed by direct CR measurements. We present updates on the study of CR properties by combining multi-frequency observations of the interstellar emission and latest CR direct measurements with propagation models.Comment: 8 pages, 4 figures. Proceedings of the 35th International Cosmic Ray Conference, ICRC201

A Method To Remove Fringes From Images Using Wavelets

We have developed a new method that uses wavelet analysis to remove interference fringe patterns from images. This method is particularly useful for flat fields in the common case where fringes vary between the calibration and object data. We analyze the efficacy of this method by creating fake flats with fictitious fringes and removing the fringes. We find that the method removes 90% of the fringe pattern if its amplitude is equal to the random noise level and 60% if the fringe amplitude is $\approx 1/10$ of the noise level. We also present examples using real flat field frames. A routine written in the Interactive Data Language (IDL) that implements this algorithm is available from the authors and as an attachment to this paper.Comment: 7 pages, 14 figures. Accepted to the Astrophysical Journal. (The quality of the figures in this preprint has been downgraded in order to fulfill arXiv requirements. Check journal for the high-quality figures

The Complexity of Orbits of Computably Enumerable Sets

The goal of this paper is to announce there is a single orbit of the c.e. sets with inclusion, \E, such that the question of membership in this orbit is $\Sigma^1_1$-complete. This result and proof have a number of nice corollaries: the Scott rank of \E is \wock +1; not all orbits are elementarily definable; there is no arithmetic description of all orbits of \E; for all finite $\alpha \geq 9$, there is a properly $\Delta^0_\alpha$ orbit (from the proof). A few small corrections made in this versionComment: To appear in the Bulletion of Symbolic Logi

Addition of a gamma ray spectrometer to the alpha scattering experiment as designed for the Surveyor mission

Gamma ray spectroscopy and alpha scattering techniques for compositional analysis of lunar and planetary surface

Silicon and magnesium in planetary nebulae

The IUE satellite spectra of some planetary nebulae show features due to silicon and magnesium: Si III wavelengths 1883, 1892; Si IV wavelengths 1394, 1403; Mg II wavelengths 2796, 2804 and Mg V wavelengths 2784, 2929. With the aid of modeling techniques, the corresponding elemental abundances are found. In addition to previous observations of NGC 7662 and IC 418, data were found for NGC 2440, Hu 1-2, IC 2003 and IC 2165. Silicon appears depleted by up to an order of magnitude relative to the sun. Large variations of magnesium abundance are found, which are likely to reflect differing degrees of depletion due to grain formation