Fuzzy Composite Indicators: an application for measuring customer satisfaction

This paper deals with the construction of a fuzzy composite indicator ofa latent phenomenon, using a set of manifest variables measured on different scales(quantitative, ordinal and binary). A few criteria for assigning values to the membershipfunction are discussed, as well as for defining the weights of the variables. Forordinal variables we propose a fuzzy quantification method based on the samplingcumulative function and a weight system taking account of the relative frequency ofeach category. An application to obtain a synthetic measure of customer satisfactionfrom the results of a survey is presented.