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Home > QFINANCE Dictionary > Definition of customer satisfaction

Definition of

customer satisfaction


how happy buyers are with firm's products the degree to which customer expectations of a product or service are met or exceeded. Corporate and individual customers may have widely differing reasons for purchasing a product or service and therefore any measurement of satisfaction will need to be able to take into account such differences. The quality of after-sales service can also be a crucial factor in influencing any purchasing decision. More and more companies are striving, not just for customer satisfaction, but for customer delight, that extra bit of added value that may lead to increased customer loyalty. Any extra added value, however, will need to be carefully costed.

Recommended Further Reading (Term count)

Definitions of ’customer satisfaction’ and meaning of ’customer satisfaction’ are from the book publication, QFINANCE – The Ultimate Resource, © 2009 Bloomsbury Information Ltd. Find definitions for ’customer satisfaction’ and other financial terms with our online QFINANCE Financial Dictionary.

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