Customer Satisfaction

Customer Satisfaction - The result of delivering a product or service that meets customer requirements.

[Category=Quality ]

Source: American Society for Quality, 16 September 2010 10:38:05, http://www.asq.org/glossary/

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Customer Satisfaction - Customer satisfaction is a perception. It is also a question of degree. It can vary from high satisfaction to low satisfaction.

If customers believe that you've met their requirements, they experience high satisfaction. If they believe that you've not met their requirements, they experience low satisfaction. Since satisfaction is a perception, customers may not be satisfied even though you've met all contractual requirements. Just because you haven't received any complaints doesn't mean that customers are satisfied. There are many ways to monitor and measure customer satisfaction. You can use customer satisfaction and opinion surveys; you can collect product quality data (post delivery), track warranty claims, examine dealer reports, study customer compliments and criticisms, and analyze lost business opportunities.

[Category=Quality ]

Source: Praxium Research Group Ltd, 08 March 2011 09:51:01, http://www.praxiom.com/iso-definition.htm