What is Customer Satisfaction? Definitions

Customer Satisfaction
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Best Practices

What is Customer Satisfaction? Definitions

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

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.

  Maria Garcia S, Perù

Two Components of CS!

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).

  K T Hin
Consultant, Malaysia

What is Customer Satisfaction?

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.

  Eddie Amanam

Defining CS

BASU's definition is somewhat circular.Not all bus...

  Clive Turner
Manager, United Kingdom

Definition of CS (Management)

- CS is the customers’ opinion of any company whos...

  Himanshu Kr Singh
Interim Manager, India

Changes in the Way Customer Satisfaction is Seen

Historically most definitions were based on a pers...


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