What is level of satisfaction?Satisfaction is an overall psychological state that reflects the evaluation of a relationship between the customer/consumer and a company-environment-product-service. Satisfaction involves one of the following three psychological elements: cognitive (thinking/evaluation), affective (emotional/feeling), and behavioral.Level Of Satisfaction Of Consumer 
Most companies pay more attention to their market share than to their customers’ satisfaction. This is a mistake. Market share is a backward-looking metric; customer satisfaction is a forward-looking metric. If customer satisfaction starts slipping, then market share erosion will soon follow.
Companies need to monitor and improve the level of customer satisfaction. The higher the customer satisfaction, the higher the retention. for example.. The importance of aiming for high customer satisfaction is underscored in company ads. Honda says: “One reason our customers are so satisfied is that we aren’t.” Cigna advertises, “We’ll never be 100% satisfied until you are, too.” But don’t make too big a claim. Holiday Inns ran a campaign a few years ago that promised“No Surprises.” Guest complaints were so high that the slogan“No Surprises” was mocked, and Holiday Inn quickly canceled this slogan. what You Say ABout This Answer Comment Us Here |
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