What is customer satisfaction?

Customer satisfaction is, simply put, a measure of the satisfaction of the customer, and how the sold
items meet the customer's expectations.
How to measure customer satisfaction?
1. Become familiar with customer satisfaction metrics. The company that measures general
customer satisfaction...
2. 2 ACSI gathers data from customer satisfaction surveys. They give each customer satisfaction
survey to...
3. Customer satisfaction metrics are essential to increasing customer retention, and
thus profits.

Contrary to common belief, there are actually customer satisfaction metrics, and
actually a customer satisfaction index against which to measure your data.

Instructions
Things You'll Need:
Customer satisfaction surveys
Customer satisfaction management
1. Step 1
The first step is to find your industry's ACSI score.
Become familiar with customer satisfaction metrics. The company that measures
general customer satisfaction, ACSI (Wikipedia them), puts out general metrics for
certain industries.

Find your industry's score, and that's what you'll measure the customer satisfaction
of your business against. We will be using a slightly less quantitative version of the
ACSI methodology to measure your customer service.
2. Step 2
Hand out 3 question customer satisfaction surveys to random customers until you
get a good sampling (10% of total traffic per quarter)
ACSI gathers data from customer satisfaction surveys. They give each customer
satisfaction survey to random people, to ensure no unintended trends.

On your surveys should be 3 questions, on a 1-10 scale. Your 3 questions should
pertain to overall satisfaction, expectancy disconfirmation (did the product fall short
of or exceed your expectations), and performance of your product vs. the customer
ideal.

ACSI methods are a little more complex, because, for instance, they measure value
received against products that consumers don't necessarily expect much value from,
and some that do. If those two products receive the same score, it affects their ACSI
score differently.

However, you're only measuring yourself, so you can do a simple scale of 1-10.
3. Step 3

The equation you can use to calculate your ACSI score.
Below is the equation you use to calculate your ACSI score.

(Satisfaction-1)*.3885 + (Expectancy-1)*.3190 + (Performance-1)*.2925)/9*100
4. Step 4
Compare your customer satisfaction score to that of your industry every quarter.
Compare your customer satisfaction to that of your industry every quarter. ACSI
comes out with new stats 45 days after the end of each fiscal quarter. You can see
the score on the ACSI website (http://theacsi.org/)

If your score is higher than that of your industry, you're doing well, and
congratulations! If it's not, well, I'll be writing other articles soon about customer
retention and improving customer relations. Have a look!