PERFORMANCE

Customer satisfaction is another measure of IC. Believing that customer satisfaction is the best indicator of customer loyally and repeat business, many businesses and organizations developed ways to measure customer satisfaction. In Sweden, the first Customer Satisfaction Barometer was issued in 1989. Other countries in Europe and the United States followed suit and issued customer satisfaction indexes to monitor customer satisfaction in different industries... How do you measure intellectual capital? How do you measure something that is invisible, contained inside the human brain, databases, processes, culture, and products?