|Overview: Customer Satisfaction|
|Definition||The practice of asking customers about your brand, products and customer experience as a source of marketing metrics.|
|Related Concepts||BrandingCustomer Service Principles|
What is Customer Satisfaction?
John Spacey, December 15, 2016
Customer satisfaction is the practice of asking customers how they feel about your brand and products. In other words, it is a broad category of marketing metrics that involves engaging the customer to evaluate marketing, customer service and other areas such as product quality. In most cases, customer satisfaction information is gathered with a short survey or rating tool for customers. The practice of calculating customer satisfaction metrics dates back to the early 20th century. As a result, there are a number of well established proprietary customer satisfaction indexes. It is also common for firms to develop their own customer satisfaction metrics and methodologies.
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