CUSTOMER SATISFACTION is the customer perception that offer system of company has achived or passed its expectations regarding the set of benefits and costs relevant to him with the aim to purchaise and enjoy the offer system
Stable and durable relationship with customer
Customer loyalty
A loyal customer
Creation of value for the customer
Buys again the product and he is allowing to pay an high price and put less pressure on the discounts
Satisfied customer of the supplier tends to buy from that supplier
Sprea a positive image of company and its products doing “Word of mouth”
can be divided into 5 fundamental aspects that establish its value:
The market share of company for that product reaches a stable level allowing the company to maintain the price, without reducing it to attract new customers
tangible aspects
ability to reply
empathy
reassurance capacity
reliability
For each of these parameters it can be found expectations (measured according to industry leaders) and perceptions.
Among the variables most commonly used for measuring customer satisfaction:
Ex:satisfaction with the experience of using the product
Ex:availability to repurchase and to recommend the purchase
ServQual Method
Measurement method used for carrying out market research with the aim to monitor the quality level of a service or a set of services provided by a company.
The ServQual method allows to measure the perceived quality of the service offered by a specific company trought assesment of existing difference between customer expectations and perceptions