Provides a leading indicator of consumer purchase intentions and loyalty
For the Superstore episode, see Customer Satisfaction (Superstore).
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."[1] Enhancing customer satisfaction and fostering customer loyalty are pivotal for businesses, given the significant importance of improving the balance between customer attitudes before and after the consumption process.[2]
Expectancy Disconfirmation Theory is the most widely accepted theoretical framework for explaining customer satisfaction.[3] However, other frameworks, such as Equity Theory, Attribution Theory, Contrast Theory, Assimilation Theory, and various others, are also used to gain insights into customer satisfaction.[4][5][6] However, traditionally applied satisfaction surveys are influence by biases related to social desirability, availability heuristics, memory limitations, respondents' mood while answering questions, as well as affective, unconscious, and dynamic nature of customer experience.[2]
The Marketing Accountability Standards Board endorses the definitions, purposes, and measures that appear in Marketing Metrics as part of its ongoing Common Language in Marketing Project.[7] In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.[1] Customer satisfaction is viewed as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a major differentiator and increasingly has become an important element of business strategy.[8]
^ abFarris, Paul W.; Bendle, Neil T.; Pfeifer, Phillip E.; Reibstein, David J. (2010). Marketing Metrics: The Definitive Guide to Measuring Marketing Performance. Upper Saddle River, New Jersey: Pearson Education. ISBN 0-13-705829-2..
^ abGodovykh, Maksim; Tasci, Asli D. A. (2020-09-16). "Satisfaction vs experienced utility: current issues and opportunities". Current Issues in Tourism. 23 (18): 2273–2282. doi:10.1080/13683500.2020.1769573. ISSN 1368-3500.
^Oliver, Richard L. (November 1980). "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions". Journal of Marketing Research. 17 (4): 460–469. doi:10.1177/002224378001700405. ISSN 0022-2437.
^Adams, J. Stacy (November 1963). "Towards an understanding of inequity". The Journal of Abnormal and Social Psychology. 67 (5): 422–436. doi:10.1037/h0040968. ISSN 0096-851X.
^Kelley, Harold H. (February 1973). "The processes of causal attribution". American Psychologist. 28 (2): 107–128. doi:10.1037/h0034225. ISSN 1935-990X.
^Anderson, Rolph E. (February 1973). "Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance". Journal of Marketing Research. 10 (1): 38. doi:10.2307/3149407. ISSN 0022-2437.
^http://www.commonlanguage.wikispaces.net/ Archived 2019-04-05 at the Wayback Machine Material used from this publication in this article has been licensed under Creative Commons Share Alike and Gnu Free Documentation License. See talk.
^Gitman, Lawrence J.; Carl D. McDaniel (2005). The Future of Business: The Essentials. Mason, Ohio: South-Western. ISBN 978-0-324-32028-2.
and 30 Related for: Customer satisfaction information
Customersatisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by...
Customersatisfaction research is that area of marketing research, customer intelligence, and customer analytics which focuses on customers' perceptions...
2016[update] recognize the customersatisfaction of internal customers as a precursor to, and a prerequisite for, external customersatisfaction, with authors such...
The American CustomerSatisfaction Index (ACSI) is an economic indicator that measures the satisfaction of consumers across the U.S. economy. It is produced...
billion in 2020. The concept of customer relationship management started in the early 1970s, when customersatisfaction was evaluated using annual surveys...
"The customer is always right" is a motto or slogan which exhorts service staff to give a high priority to customersatisfaction. It was popularised by...
Look up satisfaction in Wiktionary, the free dictionary. Satisfaction may refer to: Contentment Computer user satisfactionCustomersatisfaction Job satisfaction...
assistance to help customers derive maximum value from their investments. refers to the process of enhancing customers' satisfaction while using a product...
antecedents as described below. Customer satisfaction: Research shows that customersatisfaction is a direct driver of customer retention in a wide variety of industries...
Wang & Lin, 2016). A study on the customer experience in budget hotels revealed interesting results. Customersatisfaction was largely influenced by tangible...
theory for product development and customersatisfaction developed in the 1980s by Noriaki Kano, which classifies customer preferences into five categories...
needed] Customer data is gathered for customer research, especially customersatisfaction research and purportedly serves to increase overall customer satisfaction...
are more likely to complain. The relationship between affect and customersatisfaction is an area that has received considerable academic attention, especially...
reasons over its recent history. Customers of the telecommunications company report low levels of customersatisfaction on both service and cost. Comcast...
expectations, customersatisfaction is likely to be high. Customersatisfaction can also be high even with mediocre performance quality if the customer's expectations...
experience management Customer relationship management CustomersatisfactionCustomer Service Assurance Customer service representative Customer service training...
put under intense public scrutiny for a variety of reasons. Its customersatisfaction ratings were among the lowest in the cable industry during the years...
loyalty programs leads to higher share of wallet – regardless of customersatisfaction. A common way to increase share of wallet for retailers is to use...
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customersatisfaction. Any employee...
Airport Awards are voted by consumers in an independent global customersatisfaction survey. Singapore Changi Airport was the first-place winner in 2020...
measuring customersatisfaction and other performance outcomes. From the viewpoint of business administration, service quality is an achievement in customer service...
service quality and customersatisfaction. The SERVQUAL instrument was developed as part of a broader conceptualization of how customers understand service...
ask customers to fill out the customer experience survey on their receipt, as their store is the lowest in the district for customersatisfaction. Fearing...
up to 5 times faster." J.D. Power ranked Earthlink highest for customersatisfaction in 2002, 2003, and 2004. Other rankings and awards include: In October...
2019. Retrieved January 28, 2019. "Residential Online Service CustomerSatisfaction Study". J.D. Power and Associates. October 11, 2006. Archived from...
specific value targets, such as reducing pollution or increasing customersatisfaction. The term Six Sigma originates from statistical quality control...
merely maintaining customersatisfaction, but can also elevate it to a higher level, winning customers and engendering long term customer loyalty. They defined...
quality, patient satisfaction is a performance indicator measured in a self-report study and a specific type of customersatisfaction metric. Because patients...