What is customer satisfaction?
Customer satisfaction is an assessment of the quality delivered by your company. It refers to the extent to which customers are happy with the products and/or services (including all related aspects such as interaction points, considering the customer's perspective, etc.) that your company provides to them. This assessment stems from the difference between the customer's initial expectations and the actual experience they have.
The more satisfied customers you have, the greater the likelihood that others (non-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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