Customer Satisfaction Analyses
Quality Management: Tools, Methods, and Standards
ISBN: 978-1-78769-804-8, eISBN: 978-1-78769-801-7
Publication date: 9 May 2019
Abstract
Customer satisfaction is a term used to explain how products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as the number/percentage of customers whose experience with products/services exceeds identified satisfaction goals.
This chapter explains how to develop customer satisfaction analyses (from the preliminary study to the analysis of the results) and some methods to represents the major findings.
Keywords
Citation
Sartor, M. (2019), "Customer Satisfaction Analyses", Sartor, M. and Orzes, G. (Ed.) Quality Management: Tools, Methods, and Standards, Emerald Publishing Limited, Leeds, pp. 109-116. https://doi.org/10.1108/978-1-78769-801-720191007
Publisher
:Emerald Publishing Limited
Copyright © 2019 Emerald Publishing Limited