This document discusses customer satisfaction and methods for measuring it. It defines customer satisfaction as how a customer feels after comparing a product or service's performance to their expectations. The document then describes six common methods for measuring customer satisfaction: customer feedback surveys, customer satisfaction scores, net promoter scores, customer effort scores, web analytics, and social media metrics. It emphasizes that gathering feedback directly from customers through surveys is an essential method for accurately understanding satisfaction.

1. Customer Satisfaction – Definition, Methods
of Measuring Customer Satisfactions
GEETHANJALI KC
1ST M.COM
UNDER THE GUIDANCE OF
SUNDAR B. N.
ASST. PROF. & COURSE CO-ORDINATOR
GFGCW, PG STUDIES IN COMMERCE
HOLENARASIPURA

2. Content
• Definition
• Methods of measuring customer
satisfaction.
• Content
• Conclusion
• Bibliography

3. Definition
Philip kotler definer customer
satisfaction as a person’s feeling of
pleasure or disappointment. Which
resulted from comparing a products
perceived performance or outcome
against his/ her expectation.

4. 6 Methods of measuring
customer Satisfaction
Customer are the fundamental assets of every
business. Customer satisfaction is the primary
catalyst that pushes a company forward ensuring
repeat business.

5. 1. Customer feedback
through survey:
SURVEY ARE AN ESSENTIAL
METHOD OF MEASURING THE
QUALITY OF CUSTOMER
SERVICE.
IT IS BETTER TO ASK YOUR
CUSTOMERS DIRECTLY WHAT
THEY THINK OF YOUR
SERVICE.RATHER THAN JUST
SELF CALCULATION.
Surveys can be hosted in
3 different ways.

6. a) In app survey
Customer often tend to
ignore such survey unless
they are caught in the
action.
The best way to get an
honest feedback is while
they are availing your
services on your ap.
Initiate a post purchase or
post service survey.

7. b) Post – call surveys
The best feedback is receive as soon as the
interaction get over. CSAT survey can be
initiated as soon as the call gets over

8. c) Email survey
These survey are for long time customer
who have made repeat purchase. Email
them a form based study with insightful
question.

9. d) Voluntary feedback
Some times customers tend to provide
feedback without any nudge from your end.
This can be for various reasons. Either they
had a bad experience or an extremely good
experience and they want to let you know.

10. 2 customer
satisfaction
score
The customer satisfaction
score or the CSAT score is
a universal metric used to
rate a customer’s recent
interaction with the
customer service team.
The Parameter ranges
from 1- 5 where the lowest
number denotes highly
unsatisfied and the
highest number indicates
highly satisfied.

11. 3. Net promoter score
 According to a study in 2020,
64% of customer are more
likely to recommend a brand
to their friends or family if it
officer simples experience
and communication.

12. 4. Customer effort score
The customer effort score, or
CES, is a customer – centric
approach for understanding the
quality of customer service.
All the survey together can
converge into a bigger picture
which is much clearer then any
standalone factor.

13. 5. Web- analytics
 Analytics is a data- driven metric that
works without any direct involvement
of the customer
 In- built attribution models give
better insights of touch points, most
frequently visited FAQS. And more.

14. 6. Social media metrics
 Customer are more vocal on
the social media today.
 They flaunt their purchase
online while dissing the brands
who dissatisfy them.
 Social media is a two – way
sword.

15. Conclusion
Customer service metric are the fodder for
every business. It is an imperative factor
that enables the process of improvement.
Methods for measuring customer
satisfaction might vary across industries.

16. Bibliography
• Customer satisfaction definition- blog hhps://
www.freshwoks.com./ fresh caller- co loud-
pbxlcall
• 6 methods- of measuring customer
satisfaction https://www.c-zentrix.com/blog.

17. Thank you