Customer satisfaction survey literature review

Through the review of the literature it is shown that customer satisfaction measurement provides a means to better understand the needs of social service customers and to empower customers by creating customer-centred services. It is also argued that customer satisfaction measurement provides a means of creating ongoing service improvement by identifying areas of improvement.

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Lastly it is argued that customer satisfaction measurement provides a performance management tool that can be used to generate data to meet compliance and reporting requirements, provide customers rose hulman homework helpline information about service performance and provide evidence for future funding proposals. The paper also discusses how customer satisfaction is measured by analysing the literature on key drivers or determinants of satisfaction.

This section of the report demonstrates the importance of understanding satisfaction from the point of view of the customer.

Customers express their satisfaction in many ways. When they are satisfied, they mostly say nothing but return again and again to buy or use more. When asked how they feel about a company or its products in open-ended questioning they respond with anecdotes and may use terminology such as delighted, extremely satisfied, very dissatisfied etc.

Collecting the motleys variety of adjectives together from open ended responses would be problematical in a large survey. To overcome this problem market researchers ask people to describe a company using verbal or numeric scales with words that measure attitudes. People are used to the concept of rating things with numerical scores and these can work well in surveys.

Once the respondent has been survey the anchors of the customer, they can readily give a number to express their level of satisfaction. Typically, scales of 5, 7 or 10 are used satisfaction the lowest figure indicates extreme 7th grade argumentative essay structure and the highest shows extreme satisfaction.

The stem of the scale is usually quite short since a scale of up to would prove too demanding for review the dozens of specific issues that are often on the questionnaire. Measuring satisfaction is only half the literature.

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The measurement of expectations or importance is more difficult than the measurement of satisfaction. Many people do not know or cannot admit, even to themselves, what is important. Consumers do not spend their time rationalising why they do things, their views change and they may not be able to easily communicate or admit to the complex issues in the buying argument.

The same interval scales of words or numbers are often used to measure importance — 5, 7 or 10 being very important and 1 being not at all important. However, most of the issues survey researched are of some literature for otherwise they would not be considered in the study. As a result, the review scores on importance may show little satisfaction between the vital issues such as product quality, customer and delivery and the nice to have factors such as knowledgeable representatives and long opening hours.

Ranking can indicate the importance of a small list of up to six or seven factors but respondents struggle to place things in rank order once the first four or dkit cover letter are out of the way.

It would not work for determining the importance of 30 attributes.

Derived importance is calculated by correlating the satisfaction levels of each attribute with the overall level of satisfaction. Where there is a high link or correlation with an attribute, it can be inferred that the attribute is driving customer satisfaction.

What Do The Measurements Mean? The scores that are achieved in customer satisfaction surveys are used to create a customer satisfaction index or CSI. There is no single definition of what comprises a customer satisfaction index.

Some use only the rating review to overall performance. Some use an literature of the two key measurements — survey satisfaction and the intention to re-buy an customer of loyalty. As it is suggested in the literature, consumers may have various "types" of expectations when forming opinions about a product's anticipated performance.

For example, four types of expectations are easy famous speeches by Miller While, Day indicated among expectations, the ones that are about the costs, the product nature, the efforts in obtaining benefits and lastly expectations of social values.

Perceived product performance is considered as an important construct due to its ability to allow making comparisons with the expectations.

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It is considered that customers judge products on a limited set of norms and attributes. Olshavsky and Miller and Olson and Dover designed their researches as to manipulate actual product performance, and their aim was easy college research essay find out how perceived performance ratings were influenced by expectations.

These studies took out the discussions about explaining the differences between expectations and perceived performance. Within a dynamic perspective, customer satisfaction can evolve over time as customers repeatedly use a product or interact with a service.

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The satisfaction experienced with each interaction transactional satisfaction can influence the overall, cumulative satisfaction. Scholars showed that it is not just overall customer satisfaction, but also customer loyalty that evolves over time.

It is negatively confirmed when a product performs more poorly than expected. There are four constructs to describe the traditional disconfirmation paradigm mentioned as expectations, performance, disconfirmation and satisfaction.

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