What is Customer Satisfaction? Definitions

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Customer Satisfaction Model > Best Practices > What is Customer Satisfaction? Definitions

What is Customer Satisfaction? Definitions
BASU, India, Member
Customer satisfaction (CS) is the state at which the requirements are fulfilled in a way that meets the expectation of them and the after sales services are taken care of.

Definition of CS
ISAAC E. OGBUKA PhD, Nigeria, Member
CS is the degree to which our service delivery offer is wholesomely accepted by the recipient, the customer, based on his/her expectations and needs, which most often reflects in his repeated patronage in times and volumes over time.

Two Components of CS!
Maria Garcia S
Satisfaction is a multifunctional definition that has two main components:
1. Functional (is related to performance)
2. Emotional (is a perception and correlated to a value proposition and branding).

What is Customer Satisfaction?
K T Hin, Consultant, Malaysia, Member
What you promise must be delivered, and with emotional grace.
And don't forget to create surprise in your process of service to the customers.

Defining CS
Eddie Amanam, Nigeria, Member
BASU's definition is somewhat circular.Not all business transactions or customers require after sales service.
In modern market situations where customers want to constantly explore the ever expanding competitive market, without limiting their options to one provider, some customers do not give exact addresses or phone numbers to avoid repeated pressure from salesmen. After sales care is not even possible in that instance.
Besides, others- especially in Nigeria and some developing countries, dread the prevalent insecurity for fear that their details may be mismanaged and thus expose them to unwarranted security risk.
It is expedient to define CS as whenever a customer is pleased with a given service which he considers valuable and is willing to repeat, patronage (support) and make referrals to.

Definition of CS (Management)
Clive Turner, Manager, United Kingdom, Member
- CS is the customers’ opinion of any company whose product or service they used or bought, versus their prior expectations, expressed a reasonable period of time after their experience with the product or service.
- Hence, CS MANAGEMENT may be defined as "The deliberate control of critical aspects of a customers’ expectations about a product or service with the purpose of improving the customer’s measured opinion of the product or service and therefore their opinion of the business which provided it.

Changes in the Way Customer Satisfaction is Seen
Himanshu Kr Singh, Interim Manager, India, Member
Historically most definitions were based on a perspective to EMPATHIZE according to customer' need, i.e. treat them in the way you want to be treated.
But nowadays in the service industry, the perspective towards CS has changed and the definition has become "TREAT THEM IN THE WAY THEY WANT TO BE TREATED".
This is no small change; it often takes lots of alterations in your service to customize it per the need of individual.

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