Overall Satisfaction in Customer Satisfaction Questionnaire?

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Overall Satisfaction in Customer Satisfaction Questionnaire?
Should we have a question capturing "overall satisfaction" in a survey form, apart from individual product/service attribute rating? If required, what is the additional value?

Yes, ask for the Overall Satisfaction with the Brand
Mrinal Ghosh, Business Consultant, India, Member
I believe apart from the checking the overall satisfaction with the product we need to check the overall satisfaction with the brand as whole. ...

Overall Customer Satisfaction Rating
Charles Shillingburg, Director, United States, Member
Absolutely, you need an overall satisfaction rating. In addition you should be asking about brand loyalty...

Esteemed Charles, Regard to My Analysis
Javier V. Echeverria, CEO, Ecuador, Member
To make sure I get you point right, how accurate or satisfactory has your experience with multivariate analysis been?
So, excuse my ignorance, b...

Measure Customer Satifaction + Loyalty + Recommendation
Jaap de Jonge, CEO, Netherlands, Editor
I believe the main point Charles makes is that you should not only measure the overall satisfaction (=passive), but also how loyal (=medium active) th...

Taking the Horses to the Water and Making them Drink
Jagdish B Acharya, Consultant, India, Premium Member
The Overall Satisfaction Index (OSI) of the brand and a Feature Analysis Index (FAI) as per Kano are two different indices.
The d...

CSAT Index in the B2B Sector
Frederick Hamnett, Business Consultant, Italy, Member
When you act in the B2B sector, it is more important to analyse for each client the CSAT index of any main process (and sub processes too) that genera...

Good discussion, Thank You...
Javier V. Echeverria, CEO, Ecuador, Member
@Jaap de Jonge (Editor): Thanks everyone for this very helpful discussion ......


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