Everything about Customer Satisfaction totally explained
Customer satisfaction, a
business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a
Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.
There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.
Measuring customer satisfaction
Organizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and productnumber of both psychological and physical variables which correlates with satisfaction behaviors such as return and recommend rate. The l 'Qlity Values' which influence satisfaction behavior, further expanded on a of sasfaction include: Quality, Value, Timeliness, Efficiency, Easeimprovement and organizational change measurement and are most often utilized to develop the architecture for satisfaction between the cusr's being measure
when an organization can fulfill customer expectation and perception about their needs
Further Information
Get more info on 'Customer Satisfaction'.
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