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I am Happy For Awesome Service Provide By yours.The definition of customer satisfaction has been widely debated as organizations
increasingly attempt to measure it. Customer satisfaction can be experienced in a variety
of situations and connected to both goods and services. It is a highly personal assess-
ment that is greatly affected by customer expectations. Satisfaction also is based on the
customer’s experience of both contact with the organization (the “moment of truth”
as it is called in business literature) and personal outcomes. Some researchers define a
What The Research Tells Us
satisfied customer within the private sector as “one who receives significant added value”
to his/her bottom line—a definition that may apply just as well to public services.
Customer satisfaction differs depending on the situation and the product or service.
A customer may be satisfied with a product or service, an experience, a purchase
decision, a salesperson, store, service provider, or an attribute or any of these.
Some researchers completely avoid “satisfaction” as a measurement objective because it
is “too fuzzy an idea to serve as a meaningful benchmark.”
Instead, they focus on the
customer’s entire experience with an organization or service contact and the detailed
assessment of that experience. For example, reporting methods developed for health care
patient surveys often ask customers to rate their providers and experiences in response
to detailed questions such as, “How well did your physicians keep you informed?”
These surveys provide “actionable” data that reveal obvious steps for improvement.
Customer satisfaction is a highly personal assessment that is greatly influenced by
individual expectations. Some definitions are based on the observation that customer
satisfaction or dissatisfaction results from either the confirmation or disconfirmation
of individual expectations regarding a service or product. To avoid difficulties