How to Measure Customer Satisfaction

Term Paper # 1879

Business > Consumer Behavior
Business > Management
Business > Marketing

A look at various methods for evaluating customer satisfaction.

1,760 words () | 7 sources | 2000

Paper Summary:

This paper discusses the various ways to measure customer satisfaction. Customer service satisfaction measurement is seen as the way companies can gain competitive advantage, as they can target customers better by finding out their preferences and level of satisfaction with existing products and services. The idea is that what is not measured can subsequently not be managed. Various measurement techniques are evaluated also.

From the Paper:

"Most emerging approaches to the measurement of overall productivity and management results agree on the importance of customer capital, as expressed in sales, satisfaction and reputation. The higher the innovative and service component, the more the customer becomes part of the performance equation. Customer feedback helps continuously to improve product and performance, with the peripheral benefit of inspiring employees to increased efforts toward better results."

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APA Citation:

How to Measure Customer Satisfaction (2012, January 15). Retrieved February 10, 2012, from http://www.academon.com/Term-Paper-How-to-Measure-Customer-Satisfaction/1879

MLA Citation:

"How to Measure Customer Satisfaction" 15 January 2012. Web. 10 Feb. 2012. <http://www.academon.com/Term-Paper-How-to-Measure-Customer-Satisfaction/1879>