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- Customer_satisfaction abstract "Customer satisfaction is a term frequently used in marketing. While it's often abbreviated as CSAT, it is more correct to abbreviate it as CSat. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as \"the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.\" In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.\"Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers' expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability.... These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective.\"Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction.\"In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget motel—even though its facilities and service would be deemed superior in 'absolute' terms.\"The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, 100 cell phone plan providers, because customer satisfaction would be far too low, and customers would easily have the option of leaving for a better contract offer.".
- Customer_satisfaction thumbnail Business_Feedback_Loop_PNG_version.png?width=300.
- Customer_satisfaction wikiPageExternalLink CUSTOMER_SATISFACTION_A_CENTRAL_PHENOMENON_IN_MARKETING.
- Customer_satisfaction wikiPageExternalLink cspaper.pdf.
- Customer_satisfaction wikiPageID "3730788".
- Customer_satisfaction wikiPageLength "24525".
- Customer_satisfaction wikiPageOutDegree "47".
- Customer_satisfaction wikiPageRevisionID "707740794".
- Customer_satisfaction wikiPageWikiLink A.T._Kearney.
- Customer_satisfaction wikiPageWikiLink AT&T.
- Customer_satisfaction wikiPageWikiLink American_Customer_Satisfaction_Index.
- Customer_satisfaction wikiPageWikiLink Balanced_scorecard.
- Customer_satisfaction wikiPageWikiLink Bargaining_power.
- Customer_satisfaction wikiPageWikiLink Business-to-business.
- Customer_satisfaction wikiPageWikiLink Business_case.
- Customer_satisfaction wikiPageWikiLink Cash_flow.
- Customer_satisfaction wikiPageWikiLink Category:Business_terms.
- Customer_satisfaction wikiPageWikiLink Category:Consumer_behaviour.
- Customer_satisfaction wikiPageWikiLink Computer_user_satisfaction.
- Customer_satisfaction wikiPageWikiLink Contentment.
- Customer_satisfaction wikiPageWikiLink Customer_service.
- Customer_satisfaction wikiPageWikiLink Debt.
- Customer_satisfaction wikiPageWikiLink E-government.
- Customer_satisfaction wikiPageWikiLink EGovMoNet.
- Customer_satisfaction wikiPageWikiLink Email.
- Customer_satisfaction wikiPageWikiLink Fine_print.
- Customer_satisfaction wikiPageWikiLink Gross_domestic_product.
- Customer_satisfaction wikiPageWikiLink Human_capital.
- Customer_satisfaction wikiPageWikiLink J.D._Power_and_Associates.
- Customer_satisfaction wikiPageWikiLink Kano_model.
- Customer_satisfaction wikiPageWikiLink Likert_scale.
- Customer_satisfaction wikiPageWikiLink Loyalty_business_model.
- Customer_satisfaction wikiPageWikiLink Marketing.
- Customer_satisfaction wikiPageWikiLink Marketing_Accountability_Standards_Board.
- Customer_satisfaction wikiPageWikiLink Marketing_metric_audit_protocol.
- Customer_satisfaction wikiPageWikiLink Microeconomics.
- Customer_satisfaction wikiPageWikiLink Mobile_phone.
- Customer_satisfaction wikiPageWikiLink Noriaki_Kano.
- Customer_satisfaction wikiPageWikiLink Oligopoly.
- Customer_satisfaction wikiPageWikiLink Performance_indicator.
- Customer_satisfaction wikiPageWikiLink Personal_consumption_expenditures_price_index.
- Customer_satisfaction wikiPageWikiLink Portfolio_(finance).
- Customer_satisfaction wikiPageWikiLink Return_on_investment.
- Customer_satisfaction wikiPageWikiLink SERVQUAL.
- Customer_satisfaction wikiPageWikiLink Sampling_(statistics).
- Customer_satisfaction wikiPageWikiLink Semantic_differential.
- Customer_satisfaction wikiPageWikiLink The_International_Customer_Service_Institute.
- Customer_satisfaction wikiPageWikiLink Tobins_q.
- Customer_satisfaction wikiPageWikiLink Verizon_Communications.
- Customer_satisfaction wikiPageWikiLink Willingness_to_recommend.
- Customer_satisfaction wikiPageWikiLink File:Business_Feedback_Loop_PNG_version.png.
- Customer_satisfaction wikiPageWikiLink File:CSM_Customer_Satisfaction_Monitor.PNG.
- Customer_satisfaction wikiPageWikiLinkText "Customer Satisfaction".
- Customer_satisfaction wikiPageWikiLinkText "Customer satisfaction".
- Customer_satisfaction wikiPageWikiLinkText "Guest Satisfaction".
- Customer_satisfaction wikiPageWikiLinkText "Satisfaction surveys".
- Customer_satisfaction wikiPageWikiLinkText "consumer satisfaction".
- Customer_satisfaction wikiPageWikiLinkText "customer dissatisfaction".
- Customer_satisfaction wikiPageWikiLinkText "customer is dissatisfied".
- Customer_satisfaction wikiPageWikiLinkText "customer satisfaction".
- Customer_satisfaction wikiPageWikiLinkText "customers satisfaction".
- Customer_satisfaction wikiPageWikiLinkText "disconfirmation".
- Customer_satisfaction wikiPageWikiLinkText "guest satisfaction".
- Customer_satisfaction wikiPageWikiLinkText "satisfaction".
- Customer_satisfaction wikiPageWikiLinkText "satisfied".
- Customer_satisfaction wikiPageUsesTemplate Template:Authority_control.
- Customer_satisfaction wikiPageUsesTemplate Template:Reflist.
- Customer_satisfaction subject Category:Business_terms.
- Customer_satisfaction subject Category:Consumer_behaviour.
- Customer_satisfaction hypernym Term.
- Customer_satisfaction type Redirect.
- Customer_satisfaction type Term.
- Customer_satisfaction type Thing.
- Customer_satisfaction comment "Customer satisfaction is a term frequently used in marketing. While it's often abbreviated as CSAT, it is more correct to abbreviate it as CSat. It is a measure of how products and services supplied by a company meet or surpass customer expectation.".
- Customer_satisfaction label "Customer satisfaction".
- Customer_satisfaction sameAs Q999278.
- Customer_satisfaction sameAs رضا_العميل.
- Customer_satisfaction sameAs Kundenzufriedenheit.
- Customer_satisfaction sameAs رضایت_مشتری.
- Customer_satisfaction sameAs Asiakastyytyväisyys.
- Customer_satisfaction sameAs ग्राहक_संतुष्टि.
- Customer_satisfaction sameAs Soddisfazione_del_cliente.
- Customer_satisfaction sameAs 顧客満足.
- Customer_satisfaction sameAs ಗ್ರಾಹಕ_ತ್ರುಪ್ತಿ.
- Customer_satisfaction sameAs m.09xtgd.
- Customer_satisfaction sameAs Kundnöjdhet.
- Customer_satisfaction sameAs வாடிக்கையாளர்_மனநிறைவு.
- Customer_satisfaction sameAs Q999278.
- Customer_satisfaction wasDerivedFrom Customer_satisfaction?oldid=707740794.
- Customer_satisfaction depiction Business_Feedback_Loop_PNG_version.png.
- Customer_satisfaction isPrimaryTopicOf Customer_satisfaction.