The Qmetrics management team has published several books and scientific articles in the areas of customer experience, statistics, business intelligence, econometrics, return on investment, among other related areas.

Customer Satisfaction and Loyalty. Methodologies for its Management, Evaluation and Analysis

Several publications present the Methodology adopted by Qmetrics for the measurement and management of customer and employee satisfaction. Among these publications is the book by Manuel Vilares and Pedro Simões Coelho, with a preface by Miguel Cadilhe, edited by Escolar Editora, in second edition, and with the title: “Customer Satisfaction and Loyalty - Evaluation, management methodologies and analysis ”(ISBN 972-592-191-7).


The main objective of the book is to present the methodologies for measuring and analyzing customer satisfaction and loyalty. The book's content covers the various stages of carrying out these studies, including the themes associated with data collection (sampling, exploratory research, questionnaire design, fieldwork), methods of analysis and exploration of that data (both from the perspective of descriptive methods as well as that of explanatory methods), the presentation of results (with emphasis on the graphic part) and the implementation of study recommendations. The book also dedicates a significant space to show the relationship between the profitability of a company and the satisfaction and loyalty of its customers, as well as to evaluate the return on investments aiming at the improvement of these two variables. Its organization, structuring the themes in the form of 14 chapters, allows the reader an easy choice of the subjects most directed to his interests. The book was written with two target audiences in mind. An audience consists of postgraduate students in the areas of management, marketing, consumer behavior and market studies. The other target audience consists of professionals from these areas, working in two types of companies. On the one hand, the professionals of the companies that provide consultancy services and market studies and, on the other hand, the professionals of the departments responsible in the companies for measuring the satisfaction and loyalty of their customers, or for quality management.

Customer Satisfaction and Loyalty. Methodologies for its Management, Evaluation and Analysis

Belmiro de Azevedo

Former President of SONAE Group

“It is easy to make positive comments and even encourage reading and studying a book that is exhaustive, very well organized, modern, rigorous but at the same time easy to read, especially for the target audiences. Undoubtedly, teachers, students and professional users in sectors that sell products of great consumption will do well to read, reread and study the work. It seems that the advice in the text of the book is not costly, I dare to consider that the “public servants”, all agents of our Public Administration can have excellent lessons. In the group I direct, there will surely be some employees who need to read and study the work from wire to wire."

João Picoito

Head of South Europe Nokia Siemens Network

“The ability to determine and anticipate which are the decisive factors in the process of choosing the Client is fundamental to the preparation of the future of any organization. The use, in this context, of systematic approaches to assess and analyze customer satisfaction and loyalty, constitutes an important added advantage for a company. Due to the importance and timeliness of the theme, the publication of a work with the rigor and quality that the authors provide us, is a major contribution not only in the academic landscape but above all in the business plan.”

Iriarte Esteves

Former President of TMN Executive Committee

“The (un) satisfaction and (un) loyalty of customers are fundamental vectors of focus on communication, loyalty and value creation in the partnership between Empresa Empresa. The results that TMN has presented are a demonstration of the quality of investments in the Market Intelligence area. This book guides us in the design of customer satisfaction and loyalty studies, and remains a living testimony to the techniques used to measure these indicators. ”

António Bernardo

Managing Partner of the Ibero-Latin American Region Roland Berger Strategy Consultants

“It is a very deep job, with great technical rigor on one of the most important aspects of current strategic management. The academic and practical experience of its authors is certainly a guarantee of the quality of this work. It is an indispensable work for Portuguese top managers. ”

Manuel Carvalho Fernandes

President of AFSA, SGPS, SA

“A book dedicated to an organization's most valuable asset: satisfied customers. How to preserve and increase the value of this asset, how to guide and measure the effectiveness of investments. A mandatory book for those dealing with the strategic orientation of organizations. ”

Manuel de Oliveira Marques

Former Chairman of the Executive Committee of Metro do Porto, SA

“The timely reorientation or transformation of a business or public service, in order to succeed and be reflected in the proper fulfillment of the mission of the organization that underlies it, requires a systematic and even scientifically based perception of the degree of satisfaction of its customers or users. The opposite, that is, ignoring the pulse of the market represented by the universe of customers or users or studying it in a superficial way will, sooner or later, miss the organization's commercial target and put it at serious risk of survival. This work, which I know is based on very consolidated academic knowledge and work and on knowledge of already vast experience, constitutes an excellent answer to this problem, offering itself as a highly endorsed testimony, a solid study base and a powerful work tool.”

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Other Books

“As sondagens - Princípios, metodologias e aplicações”. 2021 Patrícia Xufre, José António Pinheiro, Pedro Simões Coelho e Luís Nobre Pereira

“Avaliação dos Impactos dos Grandes Projectos de Infraestruras de Transportes, Aplicação ao caso da 1ª fase do projecto do Metro do Porto”, 2009 Publicação Conjunta da Universidade do Porto e Universidade Nova de Lisboa

"Structural Change in Macroeconometric Models. Theory and Estimation", volume 6 of the collection: "Advanced Studies in Theoritical and Applied Econometrics", Martinus Nijhoff Publishers, Dordrecht/Boston/Lancaster, 1986.

“Sistema Estatístico Nacional. Situação Actual e Propostas de Reestruturação”, Ministério do Planeamento e da Administração do Território, 1989, em colaboração com Manuel Oliveira Marques e Aníbal Durães dos Santos.

“Sistemas de Informação Estatística”, Instituto Superior de Estatística e Gestão de Informação, Manual, 1993, ISBN: 972-8093-00-4.

“Métodos Econométricos”, Instituto Superior de Estatística e Gestão de Informação, Manual, 1993, em colaboração com Rudd Teekens, ISBN: 972-8093-02-0.

“Análise de Conjuntura - Estudo Metodológico”, em colaboração com A.M. Lopes, F. Melro e F. Teodoro - editado pelo Gabinete de Estudos e Planeamento do Ministério da Economia, 1996, ISBN; 972-8170-20-3.

Scientific Articles

Coelho, P.S. et al. (2018). On the relationship between consumer-brand identification, brand community and brand loyalty, Journal of Retailing and Consumer Services, 43, 101-110.

Fassot, G., Henseler, J., Coelho, P.S. (2016). Testing moderating effects in PLS path models with composite variables. Industrial management & data systems, vol. 116, No. 9, 1887-1900.

Dias, C., Wallgren, A., Wallgren, B., Coelho, P.S. (2016). Census Model Transition: Contributions to its Implementation in Portugal. Journal of Official Statistics vol. 32, No. 1, 93-112.

Grublješič, Tanja; Coelho, Pedro Simões; Jaklič, Jurij (2015). Antecedent determinants of beliefs underpinning the intention to accept and use business intelligence systems: the importance of organizational factors. Issues in Information Systems, 16, 4, pp. 166-177.

Grublješič, T., Coelho, P.S., Jaklic, J. (2014). THE IMPORTANCE AND IMPACT OF DETERMINANTS INFLUENCING BUSINESS INTELLIGENCE SYSTEMS EMBEDDEDNESS. Issues in Information Systems, vol. 15, 1, 106-117.

Aleš Popovič, Ray Hackney, Pedro Simões Coelho, Jurij Jaklič (2014). How information-sharing values influence the use of information systems: An investigation in the business intelligence systems context. The Journal of Strategic Information Systems, Vol 23 (4), 270-283.

Pereira, L.; Mendes, J. Coelho, P.S. (2013) Model-Based Estimation Of Unemployment Rates In Small Areas Of Portugal. Communications in Statistics – Theory and Methods. Vol. 42, pp. 1-18.

Pereira, L.N. e Coelho, P.S. (2013). Estimation of House Prices with Small Sample Sizes: the case of Portugal. The Annals of Regional Science. Vol. 50, pp. 603-621. DOI 10.1007/s00168-012-0507-3.

Popovic, A. Hackney, R. Coelho, P.S.; Jaklic, J. (2012). Towards a business intelligence system success: effects of Maturity and Culture on analytical decision making. Decision Support Systems. Vol. 54, pp. 729-739.

Pereira, L.; Coelho, P.S. (2013). An applied comparison of area-level linear mixed models in small area estimation. Communications in Statistics – Simulation and Computation. Vol 42 (3). pp. 671-685. (ISI Indexed; SCOPUS Indexed).

Pereira, L.; Coelho, P.S. (2012). Small area estimation using a spatio-temporal linear mixed model. Revstat, Vol. 10, no. 3. (ISI Indexed).

Pereira, L.; Coelho, P.S. (2012). A Small Area Predictor under Area-Level Linear Mixed Models with Restrictions. Communications in Statistics – Theory and Methods, Vol 41, no. 13-14, pp. 2524-2544. (ISI Indexed; SCOPUS Indexed).

Coelho, P.S., Henseler, J. (2012) Creating Customer Loyalty through Service Customization. European Journal of Marketing, Vol. 46, no. 3-4, pp. 331-356. (ISI Indexed).

Coelho, P.S.; Pereira, L. (2011). A Spatial Unit Level Model for Small Area Estimation. Revstat, Vol. 9, no. 2, 155-180. (ISSN: 0873-4275). (ISI Indexed).

Coelho, P.S., Vilares, M. (2010). Measuring the Return of Quality Investments. Total Quality Management and Business Excellence, vol. 21, no. 1, 21-42. (ISI Indexed; SCOPUS Indexed).

Pereira, L.; Coelho, P.S. (2010). Small Area Estimation of Mean Price of Habitation Transaction Using Time-series and Cross-sectional Area Level Models. Journal of Applied Statistics, vol. 37, no. 4, 651-666 (Online ISSN: 1360-0532; Print ISSN: 0266-4763). (ISI Indexed; SCOPUS Indexed).

Pereira, L.; Coelho, P.S. (2010). Assessing different uncertainty measures of EBLUP: a resampling-based approach. Journal of Statistical Computation and Simulation, Vol. 80, No. 7, 713-727 (Online ISSN: 1563-5163; Print ISSN: 0094-9655). (ISI Indexed, SCOPUS Indexed).

Jaklic, J., Coelho, P.S., Popovic, A. (2009). Information quality improvement as a measure of business intelligence system benefits. WSEAS Transactions on Business and Economics, vol. 6, no. 9, pp. 502-512. (SCOPUS Indexed).

Popovic, A., Coelho, P.S., Jaklic, J. (2009). Impact of Business Intelligence Systems Maturity on Information Qualiy. Information Research, Vol. 14, No 4, paper 417. Paper listado no SSRN’s Top Ten download list for ERN: Information & Transaction Costs (Topic). (ISI Indexed).

Pereira, L., Coelho, P.S. (2009). Aplicação de sondagens indirectas no turismo. Revista Turismo & Desenvolvimento, 12, 33-44 (ISSN: 1645-9261). (LATINDEX Indexed).

Coelho, P.S.; Casimiro, F. (2008). Post Enumeration Survey of the 2001 Portuguese Population and Housing Censuses. RevStat, Vol. 6, No. 3, 231-252. (ISI Indexed).

Soares, A.; Vaz, A.; Coelho, P.S., Esteves, S. (2008). Aplicação do European Customer Satisfaction Index (ECSI) ao sector das Águas. Revista Lusófona Estudos e Ensaios, No 12, 69-74.

Coelho, P.S.; Esteves, S. (2007). The choice between a 5-point and a 10-point scale in the framework of customer satisfaction measurement - Response. International Journal of Market Research, Vol. 49, No. 5, 547-549. (ISI Indexed).

Coelho, P.S.; Esteves, S. (2007). The choice between a 5-point and a 10-point scale in the framework of customer satisfaction measurement. International Journal of Market Research, Vol. 49, No. 3, 313-339. (ISI Indexed).

Ball, D; Coelho, P.S.; Vilares, M. (2006). Service Personalization and Loyalty. Journal of Services Marketing, vol 20, N0 6/7, 391-403. (ISI Indexed; SCOPUS Indexed).

Ball, D; Coelho, P.S., Machás, A. (2004). The Role of Communication and Trust in Explaining Customer Loyalty: an extension to the ECSI Model. European Journal of Marketing, vol 38, No 9/10, 1272-1293. (ISI Indexed).

Vilares, M.; Coelho, P.S. (2003). The employee-customer satisfaction chain in the ECSI model. European Journal of Marketing, vol. 37, No. 11/12, 1703-1722. (ISI Indexed).

Coelho, P.S. (2000). Statistical Gap Allocation in Area Estimation-An application to an Agricultural Survey. Revista de Estatística, Vol 3, 31-57.

Coelho, P.S. (1999). Estimação em domínios no inquérito às estruturas agrícolas. Methodologica, No. 7, 15-36.

Coelho, P.S., Pinheiro, J. (1998). Variabilidade espacial no modelo linear geral misto. Revista de Estatística, vol. 2, 35-80.

Coelho, P.S., Pinheiro, J. (1997). Modelo linear geral misto. Teoria e estudo de um caso. Revista de Estatística, Vol 3, 61-86.

Coelho, P.S. (1996). Estimadores combinados para pequenos domínios. Revista de Estatística, Vol 2, 21-43.

Coelho, P.S. (1996). Estimação em pequenos domínios. Working Paper, ISEGI/Universidade Nova de Lisboa.

Coelho, P.S.; Pinheiro, J. (1995). Que farei com este perfil? Uma Aplicação da Análise Estatística Multivariada ao marketing político. Working Paper, ISEGI/Universidade Nova de Lisboa.

Coelho, P.S. (1994). Gestão Estratégica dos Sistemas e Tecnologias de Informação. Working Paper, ISEGI/Universidade Nova de Lisboa.

“Fonctions de Production à Generation de Capital. Theorie et Estimation”; in Annalles de l´INSEE, nºs 38-39, pp. 17-40, 1980.

“The employee-customer satisfaction chain in the ECSI model”. European Journal of Marketing, vol. 37, 1703-1722, 2003, em co-autoria com P. Coelho

"Service Personalization and Loyalty", Journal of Services Marketing, 2005, em co-autoria com D. Ball e P. Coelho