BNET Business Dictionary

Business Definition for: Customer Satisfaction

the degree to which customer expectations of a product or service are met or exceeded. Corporate and individual customers may have widely differing reasons for purchasing a product or service and therefore any measurement of satisfaction will need to be able to take into account such differences. The quality of after-sales service can also be a crucial factor in influencing any purchasing decision. More and more companies are striving, not just for customer satisfaction, but for customer delight, that extra bit of added value that may lead to increased customer loyalty. Any extra added value, however, will need to be carefully costed.

Additional Resources

Do Changes in Customer Satisfaction Lead to Changes in Sales Performance in Food Retailing?: We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance, in the food retail sector. Our data set consists of six waves of customer satisfaction and sales information for about 250 stores over the period 1998-2001 for a publicly held supermarket company....; Tags: Food, Sales Performance, Customer Satisfaction, Sales, Product Marketing, Marketing; White papers 2003-04-01
Association of Support Professionals Research: Best Practices for Translating Customer Satisfaction into Revenue: Today's support organizations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a foreign language. How do you quantify customer satisfaction? Download the Best Practices for Benchmarking Customer Satisfaction to...; Tags: Revenue, Customer Satisfaction, Best Practice, Product Marketing, Marketing; White papers 2007-06-19
Analysing Customer Satisfaction And Quality In Construction - The Case Of Public And Private Customers: Improving quality and customer satisfaction has received considerable attention in last few years. This paper examines construction in terms of customer satisfaction and quality. A framework is developed to evaluate the dynamics of customer satisfaction and quality. An empirical analysis is conducted to explore customer satisfaction in construction as perceived...; Tags: Customer Satisfaction, Product Marketing, Marketing; White papers 2004-10-18
J.D. Power Banking Survey Shows Drop in Customer Satisfaction: Although American Airlines has been aptly criticized for introducing a ludicrous baggage-check fee, at least the company was upfront about it. Banks have been levying dubiously disclosed "stealth fees" against customers for years for unintentional overdrafts and cash advances, and the latest survey of customer banking satisfaction from J.D. Power...; Tags: Bank, J.D. Power Associates, Fee, Customer Satisfaction, Survey, Financial Services, Banking, Product Marketing, Marketing, Carlos Bergfeld; Blog posts 2008-05-28
Government delivers report card on American satisfaction. (Customer Satisfaction).(Brief Article): Customer satisfaction with the Internal Revenue Service IRS and other government agencies is increasing, according to the latest annual report from the American Customer Satisfaction Index ACSI. The IRS has seen the biggest jump in custome Customer satisfaction with...; Tags: American Customer Satisfaction Index, customer satisfaction, Government, Internal Revenue Service; Research articles 2002-02-01

J.D. Power and Associates Reports: Telewest Ranks Highest in Customer Satisfaction among Broadband Internet Service Providers; Customer Satisfaction Levels Fall as Customer Service Waiting Times Lengthen.: M2 PRESSWIRE-5 December 2006-J.D POWER AND ASSOCIATES: J.D. Power and Associates Reports: Telewest Ranks Highest in Customer Satisfaction among Broadband Internet Service Providers; Customer Satisfaction Levels Fall as Customer Service Waiting Times LengthenC1994-2006 M2 COMMUNICATIONS LTD RDATE:05122006 LONDON: Telewest ranks...; Tags: J.D. Power and Associates, Telewest; Research articles 2006-12-05
Kronos Incorporated: Managing and Marketing Customer Satisfaction: Customer satisfaction is a core strategy for many companies providing IT services. More and more, companies look for innovative ways to leverage customer satisfaction to determine resource allocation and to drive growth in today's market. In this case study, ITSMA examines the role customer satisfaction plays at Kronos Incorporated, a...; Tags: Kronos Inc., Customer Satisfaction, Product Marketing, Marketing; Case studies 2002-08-01
J.D. Power and Associates Reports: Electric Utilities Improve Customer Satisfaction; Utilities in the South Maintain Power Reliability Ratings, Despite Four Hurricanes in 2004: WESTLAKE VILLAGE, Calif. -- Overall customer satisfaction improves among residential customers served by the nation's 78 largest electric utilities, according to the J.D. Power and Associates 2005 Electric Utility Residential Customer Satisfaction StudySM released today. The Customer Satisfaction Index is now at 99 points -- up from 98 points...; Tags: MARKETING; Research articles 2005-07-21
Papa John's Wins Major National Customer Satisfaction Survey; Pizza Chain Recognized as Leader of All National Fast Food Chains in American Customer Satisfaction Index: Business Editors LOUISVILLE, Ky.--BUSINESS WIRE--Feb. 26, 2001 Consumers have rewarded Papa John's (Nasdaq:PZZA) commitment to quality and customer satisfaction by rating the pizza chain number one in customer satisfaction among all national fast food restaurants. The American Customer Satisfaction Index ACSI, released last week by The National Quality...; Tags: American Society For Quality, leader, survey, University of Michigan; Research articles 2001-02-26
Customer Satisfaction: How Big Are You Thinking?: When it comes to customer satisfaction, the bottom line question is simple: how big are you thinking? The important point is to start viewing customer satisfaction differently. Customer satisfaction is critical, yes - but it is simply one part of a much larger organizational environment. One should move away from...; Tags: Customer Satisfaction, Product Marketing, Marketing; White papers 2005-05-02
J.D. Power and Associates reports: customer satisfaction improves, despite electricity and gas price increases; Scottish and Southern Energy ranks highest in customer satisfaction among electricity suppliers; British gas ranks highest among gas suppliers.: M2 PRESSWIRE-2 November 2005-J.D POWER AND ASSOCIATES: J.D. Power and Associates reports: customer satisfaction improves, despite electricity and gas price increases; Scottish and Southern Energy ranks highest in customer satisfaction among electricity suppliers; British gas ranks highest among gas suppliersC1994-2005 M2 COMMUNICATIONS LTD ...; Tags: British Gas, J.D. Power and Associates, Scottish and Southern Energy Plc.; Research articles 2005-11-02
J.D. Power and Associates reports -- Gas company leads the way for customer satisfaction when providing UK domestic electricity; Electricity prices decrease as levels of customer satisfaction increase.: M2 PRESSWIRE-17 October 2001-J.D POWER AND ASSOCIATES: J.D. Power and Associates reports -- Gas company leads the way for customer satisfaction when providing UK domestic electricity; Electricity prices decrease as levels of customer satisfaction increase C1994-2001 M2 COMMUNICATIONS LTD RDATE:16102001 ...; Tags: British Gas, J.D. Power and Associates; Research articles 2001-10-17
J.D. Power and Associates' 2006 Medium Duty Truck Customer Satisfaction Study ranked Peterbilt highest in customer satisfaction among conventional cab medium trucks, followed by Kenworth, GMC Truck, Freightliner, Sterling and Chevrolet.(EQUIPMENT NEWS ROU: J.D. Power and Associates' 2006 Medium Duty Truck Customer Satisfaction Study ranked Peterbilt highest in customer satisfaction among conventional cab medium trucks, followed by Kenworth, GMC Truck, Freightliner, Sterling and Chevrolet. Chevrolet placed highest in medium-duty truck dealer service for a second consecutive year, followed ...; Tags: J.D. Power and Associates; Research articles 2007-01-01
DirecTV Ranks No. 1 in Customer Satisfaction, Study Says: El Segundo, Calif.-based DirecTV Inc. has been ranked "#1 in Customer Satisfaction Among Satellite/Cable TV Subscribers," according to the J.D. Power and Associates 2002 Cable/Satellite TV Customer Satisfaction Study. The top ranking in the J.D. Power and Associates study marks the second time this year that DirecTV has placed...; Tags: J.D. Power and Associates; Research articles 2002-09-06
Customer Satisfaction; How Good Is Good Enough?: As a result of Total Quality Management activities, more and more companies are conducting surveys to measure their customer satisfaction. Companies are even advertising survey results. Companies are very proud of their product's 90% customer satisfaction levels. Still others boast of 95% satisfaction. Intuitive logic says the higher the satisfaction...; Tags: Satisfaction, Customer Satisfaction, Survey, Total Quality Engineering, Product Marketing, Marketing; White papers 2000-06-08
Rediscovering The Customer: Turning Customer Satisfaction Into Shareholder Value: Companies that have a strategic approach to customer satisfaction and make technology investments to support specific business and financial objectives are likely to achieve high rates of customer retention, fast growth, and increased profitability. This paper finds that to realize the greatest economic benefits and turn customer satisfaction into shareholder...; Tags: Shareholder, McKinsey & Co., Customer Satisfaction, Product Marketing, Marketing; White papers 2001-03-01
High Performance HR Practices And Customer Satisfaction:: "This research examined organizational commitment and customer focus as mediators between HR practices and customer satisfaction of seventy-one work units from twenty-five business units from a single firm in the food service industry. Customer satisfaction was assessed by ratings from multiple customers eighteen months after HR practices and process...; Tags: Human Resources, High-performance, Customer Satisfaction, CAHRS, Product Marketing, Marketing; White papers 2002-01-01
Unlocking the Value of Your Customer Satisfaction Surveys: In contemporary times business environment companies cannot afford to lose a single profitable customer. By effectively leveraging results from a customer satisfaction survey an organization can respond to their customer's needs in ways that increase revenue as well as improve customer and employee, satisfaction and loyalty. Many companies perform customer...; Tags: Customer Satisfaction, CRM, CRM Today, Product Marketing, Marketing; White papers
When It Comes to Customer Satisfaction in the West, Nobody Ranks Higher Than Verizon Wireless; Company Recognized in 2005 J.D. Power and Associates Study; Latest in Long Line of Accolades Nationally and Locally: BEDMINSTER, N.J. -- Verizon Wireless, owner and operator of the nation's most reliable wireless network, is once again a leader in customer satisfaction, according to the J.D. Power and Associates 2005 U.S. Wireless Regional Customer Satisfaction Index CSI StudySM released today. Verizon Wireless received the J.D. Power award in this...; Tags: customer satisfaction, J.D. Power Associates, Verizon Wireless, wireless; Research articles 2005-09-07
When It Comes to Customer Satisfaction in the West, Nobody Ranks Higher Than Verizon Wireless; Company Recognized in 2005 J.D. Power and Associates Study; Latest in Long Line of Accolades Nationally and Locally: BEDMINSTER, N.J. -- Verizon Wireless, owner and operator of the nation's most reliable wireless network, is once again a leader in customer satisfaction, according to the J.D. Power and Associates 2005 U.S. Wireless Regional Customer Satisfaction Index CSI StudySM released today. Verizon Wireless received the J.D. Power award in this...; Tags: customer satisfaction, J.D. Power Associates, Verizon Wireless; Research articles 2005-09-07

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