Alternate Methods to Measure Customer Satisfaction

Customer Satisfaction
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Alternate Methods to Measure Customer Satisfaction

Are there any other approaches to measuring customer satisfaction or client happiness?

  Marcos Costa
Teacher, Portugal

Measurements of Consumer Satisfaction

Consumer satisfaction depends on many factors; for exemple their state of mind... So measuring consumer satisfaction also depends on many factors and is unpredictable.

  Salhat Abbasova
Manager, Azerbaijan

Methods for Measuring Client Satisfaction

Quantitative and qualitative research methods may be used for measuring of customer satisfaction:
- A customer satisfaction questionnaire is one of the more simple tools for data gathering. There is acknowledgment that using questionnaires reduces psychological pressure on respondents, facilitates the opinion expression of the interviewees, and ensures confidentiality and anonymity which also impact on reliability of answers.
- On the other hand, qualitative interviews with customers allow a deeper exploring of the aspects of the research questions.
So a mixed type of type research (using both quantitative and qualitative methods), which brings together strengths of both forms of research may be most successful to analyse the problem, particularly the customers' attitude to the offered service.

  Melchiorre Calabrese
Business Consultant, Italy

Methods for Measuring Client Satisfaction

We must understand that the methods to be used for (...)

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