Glossary

Customer satisfaction

Customer satisfaction is created when the customer's comparison between his expectations and their perceived realisation or the subjectively experienced product/service performance is positive. That means satisfaction arises if his expectations are over-fulfilled.

If the comparison leads to a negative result dissatisfaction arises. For customer satisfaction not the objective quality counts but the subjectively experienced quality of performance. Customer satisfaction analyses enable businesses  to determine the satisfaction of their clients and all relevant factors of influence.

Further information: Customer satisfaction