indagine di customer satisfaction
Transcript
indagine di customer satisfaction
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• 1 9 • 11 • • • L 8 " ) & & ( A & &( && # 2//6 ,.:D && ) & "( @ 82; = & 3 + 9 & (& 0 &) ) & & &( ) & BC 1"& M 9 ; & && 1 ! ! & ( ( > + # ! • " • • " ! & & D 1 E 7 1 6 7 &( & ( & "( & ( )(?" & ) ( & ,F ) &( "( , 2 " & <( 6 - 9 &) & G& ! & "" ? ,/F ) H : 5 4 . ! ,/ 01 $ 7 / N ( $ 7 / N $ 7 / N $ 7 / N C 5 C 5 1 #1 9 1 & ) && ) 0'( ( & ,F ) ) ) ) $ 9 ) 0& ( ( ) 7 &) ,F ) 0'( & $ : ! % 4 4 G& & ( ,/F ) & & &) & %" & & @ 8 / (& -& - ; 1+ @ 8 & 7 1 4 # .OOOOOOOOOOOOOOOOO 5 ) / %0 )(? • 5 • 5 • 3+ • • 9 & " ) ,/F ; 9 1+ . 1 5. $ 11 5 $ # • F •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