{"id":1513,"date":"2010-02-22T17:25:42","date_gmt":"2010-02-22T17:25:42","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=1513"},"modified":"2022-10-05T19:31:54","modified_gmt":"2022-10-05T19:31:54","slug":"customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/customer-satisfaction\/","title":{"rendered":"What is Customer Satisfaction?"},"content":{"rendered":"<p><strong><img decoding=\"async\" loading=\"lazy\" class=\"alignright size-full wp-image-2748\" src=\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/04\/cs-team.jpg\" alt=\"Satisfied customers are loyal customers\" width=\"77\" height=\"60\" \/>Customer satisfaction is a term generally used to to measure a customer&#8217;s perception of a company&#8217;s products and services.<\/strong><\/p>\n<p>It&#8217;s not a straight forward science however, as customer satisfaction will vary from person to person, depending on a whole host of variables which may be both psychological and physical.<\/p>\n<p>The challenge for companies in recent years has been to measure these perceptions.<\/p>\n<p>Measurement usually makes use of a feedback survey of some kind. Customers are asked to respond to a set of questions or statements using a 4 or 5 point scale. The customer completes the survey by evaluating the service they have received in terms of their perception and expectations.<\/p>\n<p>Companies can compare the completed surveys with previous surveys to see if they are improving or getting worse, or benchmark their satisfaction survey results with that of other companies.<\/p>\n<p>The ultimate aim of measuring customer satisfaction must be to act on the information gathered, close the &#8220;gaps&#8221; between the customer&#8217;s perception of service and the actual service provided.<\/p>\n<p>Recent thinking by leading customer service gurus such as Dr Ken Blanchard concludes that customers should not be merely satisfied they should be delighted.<\/p>\n<p>That&#8217;s one more challenge for companies who claim to have achieved 100% customer satisfaction.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer satisfaction is a term generally used to to measure a customer&#8217;s perception of a company&#8217;s products and services. It&#8217;s not a straight forward science however, as customer satisfaction will vary from person to person, depending on a whole host of variables which may be both psychological and physical. The challenge for companies in recent [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1513"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=1513"}],"version-history":[{"count":2,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1513\/revisions"}],"predecessor-version":[{"id":5264,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1513\/revisions\/5264"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=1513"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=1513"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=1513"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}