What is customer satisfaction?
The official definition - "Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation."
I believe it is simply a measure of how happy customers feel when they do business with a company.
Why is it important?
Customer satisfaction should be the main focus of an organization because customers drive business. Great customer satisfaction and high customer retention are strongly linked. Customer retention powers sales and helps businesses maintain sustainability. Without customers there is no business.
Who are customers?
A customer is a person or organization that buys goods or services from a business.
Reality check!
Now in one sense or another we are all customers.
I remember back in the year 2000 starting my journey in information technology by buying my first training book. It was a book that would help me become a Microsoft Certified System Engineer. I was living and working in the United Kingdom. I had the option to drive to a book store which could take me several hours or buy online from a little known company called Amazon. Amazon UK (started 1998) and as we all know they started doing business selling books. It was an online book store only. Looking back I think this was the first time I had purchased anything online. I ordered the book at 3.00pm in the afternoon with the expectation that it would take several days. To my surprise it was delivered the next morning! unbelievable! Today as Prime members we expect 3 day delivery and for some items Amazon now offers same day delivery. We are still waiting for Amazon Prime Air drone delivery.
I still remember that experience to this day and since then I have purchased all my books from Amazon as a repeat customer.
Jeff Bezos and Customer Obsession
My Thoughts