Measuring Customer Satisfaction

by smartamarketing

Measuring Customer Satisfaction

The most common means of measuring client satisfaction:

* asking customers;

* investigating complaints;

* evaluating service attributes;

* asking customers what will increase their satisfaction;

* asking what is wrong or could be improved.

The difficulty that researchers have with measuring client satisfaction is that customers are not always able to define their satisfaction levels.

Moreover, customers more often than not do not know if they are satisfied. They can assume that they are satisfied because they use the service frequently, but this may not be the case.

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