Q:

What is customer satisfaction?

A:

Quick Answer

Customer satisfaction refers to the emotional response that people feel after making a purchase from a company. The more positive the level of customer satisfaction, the more likely the purchaser is to come back and buy again and to recommend that company to others who are looking for what the seller has to offer. Word of mouth and referrals are often the most promising ways for a business to grow.

Know More
What is customer satisfaction?
Credit: Peathegee Inc Blend Images Getty Images

Full Answer

If a company fails to provide customer satisfaction, it quickly gains a negative reputation in a number of fronts. People are much more likely to go online and post complaints about a company than they are to report a positive experience. Websites like Ripoff Report exist to give people a place to rant about companies that have given them poor service.

Even in the online era, providing customer service begins with creating a relationship of trust. Giving the newest purchasers individual attention is an important part of making that connection. If a client feels like the owner of a business cares about his or her well-being, that goes a long way toward cementing a long-term customer relationship. Following up through phone calls and emails is a great way to build that trust, and if a lapse has taken place in service, that contact gives the owner a chance to repair that relationship with the customer.


Is this answer helpful?

Similar Questions

  • Q:

    What is an example of bad customer service?

    A:

    An example of bad customer service is when a company makes false promises in order to get customers in the door and then fails to deliver on the promise. Like all bad customer service, such behavior discourages customers from using that business in the future.

    Full Answer >
    Filed Under:
  • Q:

    What is customer care or customer service?

    A:

    According to Reference.com, "customer service" or "customer care" is defined as company provided resources and assistance to customers who have purchased a company's products or services. It also means the degree of courtesy and assistance granted to patrons of a business.

    Full Answer >
    Filed Under:
  • Q:

    What is an external customer?

    A:

    An external customer is a customer who purchases a company’s products or services but is not an employee or part of the organization. For example, a person who goes to a retail store and buys merchandise is an external customer. Businesses spend most of their time meeting the needs of external customers to ensure satisfaction.

    Full Answer >
    Filed Under:
  • Q:

    What is customer delight?

    A:

    Customer delight occurs when a business delivers a customer a strong, positive experience that exceeds that customer's expectations. The favorable emotional response of a delighted customer can lead to repeat buying, loyalty and word-of-mouth referrals.

    Full Answer >
    Filed Under:

Explore