Customer Satisfaction Definition

customer satisfaction definition

What is Customer Satisfaction?

Customer satisfaction definition: customer satisfaction is a metric used to measure how a product, service or experience has impacted a customer.

Customer satisfaction is looking to see whether the brand was able to meet and exceed the customer’s original expectations.

This requires both quantitative and qualitative data obtained through customer surveys; usually using a system called Net Promoter Score (NPS) that ranks criteria from 1 to 10.

For example:

Booking.com gathers customer satisfaction data for its listed hotels by asking customers to rate aspects of the property like:

  • Staff
  • Facilities
  • Cleanliness
  • Value for money
  • Location

The data collected helps the hotels to improve their service, and also tells Booking.com which of their properties provide the best customer satisfaction.


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