Customer’s satisfaction is a term
frequently used in marketing, is a measure of how products and serves supplies
by the company meet or surpass customer’s expectation. Customer satisfaction is
defined as the number of customer’s or percentage of total customers whose
report experience with a firm, its products, or its services exceeds specified
satisfaction goals. In a survey of nearly 200 senior marketing managers 71
percent responded that they and a customer satisfaction metric very useful in
managing and monitoring their business.
frequently used in marketing, is a measure of how products and serves supplies
by the company meet or surpass customer’s expectation. Customer satisfaction is
defined as the number of customer’s or percentage of total customers whose
report experience with a firm, its products, or its services exceeds specified
satisfaction goals. In a survey of nearly 200 senior marketing managers 71
percent responded that they and a customer satisfaction metric very useful in
managing and monitoring their business.
Customer’s satisfaction metric measures
subjective response to factors such as pricing, product delivery, issue
resolution, the company’s ability to respond, dependability and
personalization.
subjective response to factors such as pricing, product delivery, issue
resolution, the company’s ability to respond, dependability and
personalization.
It is seen as a key performance
indicator within an organization and is often part of a balanced score card. In
a competitive market place when business competes for customers, customer’s
satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
indicator within an organization and is often part of a balanced score card. In
a competitive market place when business competes for customers, customer’s
satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
Within organization, customer’s
satisfaction ratings can have powerful effects. They focus employees on the
importance of fulfilling customer’s expectations. Furthermore, when these
rating dip, the warm of problems that can affects sales and profitability;
these metric quantify an important dynamic. When a brand has loyal customers,
it gains positive word-of-mouth marketing, which is both free and highly
effective. Therefore, it is essential for business to effectively customer’s
satisfaction. To be able to do this, firms need reliable and representative
measures of satisfaction.
satisfaction ratings can have powerful effects. They focus employees on the
importance of fulfilling customer’s expectations. Furthermore, when these
rating dip, the warm of problems that can affects sales and profitability;
these metric quantify an important dynamic. When a brand has loyal customers,
it gains positive word-of-mouth marketing, which is both free and highly
effective. Therefore, it is essential for business to effectively customer’s
satisfaction. To be able to do this, firms need reliable and representative
measures of satisfaction.
In researching satisfaction, firms
generally ask customers whether their products or services has met or exceeded
expectation. Thus, expectations are a key factors behind satisfaction. When
customers have high expectations and the reality falls short, they will be
disappoints and will likely rate their experience as less than satisfying. For
these reasons, customer’s satisfaction is measured at the individual level but
it almost always reported at an aggregate level.
generally ask customers whether their products or services has met or exceeded
expectation. Thus, expectations are a key factors behind satisfaction. When
customers have high expectations and the reality falls short, they will be
disappoints and will likely rate their experience as less than satisfying. For
these reasons, customer’s satisfaction is measured at the individual level but
it almost always reported at an aggregate level.