Fuzzy composite indicators: an application for measuring customer satisfaction

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