A happy customer means a successful business. In a competitive market place, customer satisfaction is seen as a key differentiator as to why a customer chooses to do business with one company and not another. Therefore, grasping your customers' level of satisfaction is crucial in order to continue to develop and grow as a business. Furthermore, making decisions based on your customers' feedback and showing that your customer is important and not just a number plays a vital part in the success of your business.
Customer satisfaction research is an area of marketing research which focuses on understanding customers' perceptions regarding their shopping or service experience. It is also used to measure how products and services supplied by a company meet or surpass customer expectation. Expectations are a key factor behind satisfaction, when customers have high expectations and the reality of the shopping or service experience falls short, they will be disappointed and will likely rate their experience as less than satisfying. Customer satisfaction research provides an understanding of why customers have the perceptions they do and what may be done to change those perceptions, therefore providing recommendations regarding how the company can improve their service or product.
For more information on how your company or organisation can implement a customer satisfaction research, kindly contact MISCO International on +356 2122 0303 or 2205 4000.