Satisfaction metrics are a class of measurements based on a single question related to the happiness of a customer, employee or citizen. These include customer satisfaction, employee satisfaction and happiness indexes that ask people to rate their happiness with a product, service, company, professional role, city, country or life in general to produce a metric. Although these metrics are extraordinarily simple, they tend to endure as trusted decision making tools where more complex metrics have failed.
Satisfaction Metrics vs Complex MetricsComplex metrics are formulas or algorithms that produce a measurement from a broad range of factors. For example, there are a wide variety of quality of life metrics that attempt to measure life in nations and cities with factors such as education, economy, health, justice, crime, equality, family, social stability and infrastructure. In many cases, these metrics are considered less accurate than happiness indexes that simply ask people to rate their own happiness. It's difficult to tell people they have a high quality of life if they're not happy.Likewise, complex measurements that try to measure customer experience may fail where customer satisfaction has succeeded for more than 50 years. It's simply impossible to decide that an experience is positive if customers aren't happy.
|Definition||Metrics that are based on a simple question that asks customers, employees or citizens to rate their own satisfaction or happiness.|
|Value||Directly discovers how happy people are with a nation, economy, political system, city, neighborhood, product, service or company.|
|Related Concepts||Quality Of LifeCustomer ServiceMarketingBusiness Metrics|
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