Customer Satisfaction


Definition: Customer Satisfaction is the customers’ opinion of any company whose product or service they used or bought, versus their prior customer expectations, expressed a reasonable period of time after their customer experience with the product or service.
It is the degree to which the service delivery offer is wholesomely accepted by the recipient, the customer, based on his/her expectations and needs. CS is typically reflected in repeated purchases, patronage (support) and referalls over time by the customer.
Can be analyzed with Kano's Customer Satisfaction Model and the SERVQUAL Model. Can be designed into a product by Quality Function Deployment.


More on customer relationship: Co-creation, Customer Expectation, Customer Experience, Customer Experience Management, Customer Loyalty, more...


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