KC 8.2.4 – Customer Satisfaction

Determination of the level of service perceived by the customer including the ability to meet requirements and overall expectation is very important to measure the customer satisfaction and to improve it to stay in today’s competetive world. Here the customer may rate the quality, usefulness, and effectiveness of the delivered product/service.

Customer satisfaction is typically measures through one or more of the following:

• Surveys
• Interviews
• Feedback forms …………

Following is a good article on Customer Satisfaction measures:

1. http://www.stickyminds.com/getfile.asp?ot=XML&id=3415&fn=XDD3415filelistfilename1%2Epdf

Other References

1. http://expertanswercenter.techtarget.com/eac/knowledgebaseAnswer/0,295199,sid63_gci974369,00.html
2. http://www.btplc.com/Societyandenvironment/Socialandenvironmentreport/Customers/Customersatisfaction/Satisfactionmeasures.htm