How is customer satisfaction defined?

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Customer satisfaction is an indicator that reflects the degree of satisfaction of a consumer regarding a product, service or experience provided by a company. It is a measure that evaluates whether expectations were met or exceeded. This concept can be understood through three main components:

Customer expectations : The prior mexico mobile database they have based on their past experiences, recommendations from others, marketing campaigns and information available in the market.
Perceived performance : The customer's actual experience when using the product or service, including aspects such as quality, functionality and service.
Comparison between expectations and performance : The evaluation that the customer makes when comparing his initial expectations with the actual experience. If the perceived performance is equal to or higher than expectations, he is satisfied; if it is lower, it means dissatisfaction.