Customer Satisfaction Definition

 

Definitions of Customer Satisfaction

A nice, easy-to-remember customer satisfaction definition is:

Customer satisfaction is a consumer’s perception of how well an organization has delivered on their communicated value proposition.

The key points to note about this definition are:

  • Customer
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Why most customers are just satisfied

 

Overtime most customers will be “just” satisfied

Many organizations find it frustrating that their customer satisfaction (CSat) scores reach a plateau and it becomes very difficult to achieve real increases in CSat. However, this is caused “naturally” and, overtime, … Read more...