Customer Satisfaction

Customer satisfaction encompasses a huge range of topics but the ultimate goal is that by keeping customers satisfied, organizations can keep costs down, per-purchase amount up, and keep staff happier for longer too. There’s a great line that goes along the lines of “customer complaints are the schoolbooks from which we learn”.

In this section we have detailed articles which will guide you in the multi-headed beast that is customer satisfaction. Here, we feature articles on why a sale is not something you pursue, it is something that happens to you while you are immersed in serving and satisfying your customer. Companies who listen hardest, win. These articles, tools and assets will help you do just that.

What is Customer Satisfaction?

Customer satisfaction is often abbreviated to CSat. It is a measure of how well services or products, provided by an organization, meet or exceed the expectations of customers. Customer satisfaction is often evaluated by determining the number of customers, or the proportion of customers, whose experiences exceed specified satisfaction targets.


Surveys in a mobile world

Since the launch of the iPhone only five years ago, we’ve heard talk of becoming a ‘mobile’ world. I noticed yesterday that more than half of the emails I received were sent from iPhones, Galaxies and the like. I don’t think I’ve seen…

Social media ups the ante on customer satisfaction - guest post

It's important to know what is customer satisfaction in the digital age As Social Media continues to permeate our everyday lives, it becomes even more imperative for businesses to gauge customer satisfaction and consumer response. Now, when…
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Ask bland questions? You'll get pointless results.

I recently met with a large residential cleaning company. They had been running an online customer satisfaction survey every year for 3 years and wanted to find a new way of doing things. In the spirit of co-operation, they shared their…
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The critical question: how are we doing for you?

How is our survey creator doing for you? One of Customer Thermometer's customers is a big PR agency. I wanted to share with you the way that they are monitoring their most important customer accounts, and how they've built the process of regularly…

Why David Meerman Scott's new book is essential reading

Santa was very good to me this year – at the top of my stocking was a copy of David Meerman Scott's Real-Time Marketing & PR. I read it with an increasing sense of excitement. David makes some extremely timely points for not only the…