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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Popularity of the term Customer Satisfaction

Concept related to Customer Satisfaction

• Brand advocate
• Brand intelligence
• Competitive intelligence
• Customer journey
• Net promoter score

Additional resources about Customer Satisfaction

• 5 Reasons Why Customer Satisfaction Is Important
• The Four Secrets Of Achieving Customer Satisfaction
• The Benefits and Importance of Customer Satisfaction