Overall Satisfaction in Customer Satisfaction Questionnaire?

      
			              Best Practices
			            
							              16

		            		Usha, India
			            
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?
				      
X

							  			Welcome to the Customer Satisfaction best practices. The topic being discussed here is: "Overall Satisfaction in Customer Satisfaction Questionnaire?". 
										
Get access to all of our 900 knowledge centers about management.  Join more than 1,000,000 other members. 

										Log in

Comments

																	  	Sort by date
																	  	Sort by rating
																		
Rating

										              2

						            	Mrinal Ghosh
Business Consultant, India
												
				                Yes, ask for the Overall Satisfaction with the Brand

													I believe apart from the checking the overall satisfaction with the product we need to check the overall satisfaction with the brand as whole. 

Say for example in case of a bank, the customer might be happy with the fixed deposit he is having with the bank, however there are other dynamics involved which reassure the wisdom of purchase. Fort example touch points like the call centre, ATM, etc. 

All these as a whole creates a perception about the brand which is measured by the overall satisfaction with the brand.
				                
										              5

						            	Charles Shillingburg
Director, United States
												
				                Overall Customer Satisfaction Rating

													Absolutely, you need an overall satisfaction rating. In addition you should be asking about brand loyalty and recommendations. These variables can be used as dependent variables in multivariate analysis to reveal which of your product attibutes, and groups of attributes, are driving satisfaction, loyalty and advocacy.
				                
										              1

						            	Javier V. Echeverria
CEO, Ecuador
												
				                Esteemed Charles, Regard to My Analysis

													To make sure I get you point right, how accurate or satisfactory has your experience with multivaria... Sign up
				              
										              4

						            	Jaap de Jonge
Editor, Netherlands
												
				                Measure Customer Satifaction + Loyalty + Recommendation

													I believe the main point Charles makes is that you should not only measure the overall satisfaction ... Sign up
				              
										              4

						            	Jagdish B Acharya
Consultant, India
												
				                Taking the Horses to the Water and Making them Drink

													The Overall Satisfaction Index (OSI)  of the brand and a Feature Analysis Index (FAI) as per Kano ar... Sign up
				              
										              0

						            	Frederick Hamnett
Business Consultant, Italy
												
				                CSAT Index in the B2B Sector

													When you act in the B2B sector, it is more important to analyse for each client the CSAT index of an... Sign up
				              
										              0

						            	Javier V. Echeverria
CEO, Ecuador
												
				                Good discussion, Thank You...

													@Jaap de Jonge (Editor): Thanks everyone for this very helpful discussion ...... Sign up
				              
Leave a comment

		                            More on Customer Satisfaction:
		                          
													            	Summary
													            
												              Discussion Topics
												            
		                          	Example FMCG and B2B business
What Customers Truly Value? 30 Elements (Bain)
👀Overall Satisfaction in Customer Satisfaction Questionnaire?
Alternate Methods to Measure Customer Satisfaction
What is Customer Satisfaction? Definitions
What is (Customer) Utility? Meaning
Sensemaking: What are your Customers' Needs? Really?
Assumptions of the Kano Model
How to Design a Generic Model Serving Unique Customers?
Software for Measuring Customer Satisfaction
🔥Customer Satisfaction Depends on Problem-Solving Efforts, not on Empathy
C-U-S-T-O-M-E-R Service Dynamics in the New Economy
Customer Satisfaction and Competitive Advantage
How to Trigger Customer Satisfaction - Variables
Risks associated with Excitement Factor
Using Kano Model for Strategic Planning
Customer Emotions and Actions
Other Attributes of Features of a Product or Service
Customer Satisfaction as Research Driver
Research Software Development Industry?

		                              Special Interest Group
		                            
Do you know a lot about Customer Satisfaction? Become our SIG Leader