Customer Satisfaction

When you’re asked to rate your overall satisfaction with something you’re in the Customer Satisfaction rating system.  There is no industry standard scale for Customer Satisfaction though a 1 – 5 scale is common.

Looking at ‘top box’ ratings is another way of measuring Customer Satisfaction.

The lack of a standardised approach for measuring Customer Satisfaction can make it challenging to interpret.

What does 93% of our Customers are satisfied really mean?

What does 72% of our Customers ticked the top 2 boxes really mean?

And most Customer Satisfaction surveys are written from the point of view of the Organisation – not the Customer – i.e. the list of items to ‘tick’ when you take the survey.

Some Customer Satisfaction surveys ask loyalty questions such as the intention to repurchase, visit again or recommend.

Using mathematical analysis such as regression, organizations try to find correlations between satisfaction and loyalty.

You may also be interested in learning more about a related term, CSAT or customer experience.

Upcoming Industry Events:

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Virtual Coffee: Carrots and Sticks

Event Organiser:

In the final Virtual Coffee session for the year, this workshop explores the theory behind motivation and how leaders motivate others (and themselves) - plus some great tips!

Managing Difficult Customers – November 2020

Event Organiser:
CX Skills

The Managing Difficult Customers November 2020 course is delivered by global CX-Expert Daniel Ord teaching frontline agents how to identify different types of difficult customers and different types of difficult situations and use root cause analysis to apply the correct solution with confidence.

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