How is customer satisfaction defined?
Posted: Thu Feb 20, 2025 6:01 am
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.
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.