Customer Satisfaction

Measuring Customer Satisfaction

The modern business environment is flooded with intense competition in most industries and in most markets. In this macro environment it is critical to truly understand the customer. Customers now generally have multiple options for their consumption preferences and can usually find an alternate or substitute product. It is not even the finished good itself that must meet the customer's expectations. Increasingly potential customers are also educated to the business practices of an organization they are planning to do business with in regards to social or environmental performance. Therefore, to truly understand the customer organizations now must actually measure the satisfactions levels of their clients in a systematic and detailed basis. It is no longer sufficient to simply use heuristics or sporadic feedback to gauge performance.

The easiest and most widespread method to collect data about the customer is simply to conduct survey research. This...
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