Customer satisfaction survey
What is a customer satisfaction survey?
A customer satisfaction survey involves finding out from your customers what they think about the quality delivered by your organization. In other words, it measures how satisfied customers are with the products and/or services (and all related aspects such as contact moments, thinking along with the customer, etc.) that your company provides to them. This assessment arises from the difference between the customer's initial expectations and the actual experience they have had.
The results of the customer satisfaction survey are used to increase customer satisfaction.
Additionally, these results can help gain a better understanding of how to increase sales opportunities.
The more satisfied the customers, the greater the likelihood that others (potential customers) will hear about it. This is beneficial for your company's results. Naturally, the opposite is also true.
Customer satisfaction is one of the most important indicators of an organization's quality and is often mentioned as a Critical Success Factor (CSF) for an organization.
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