What is Customer Satisfaction? - Definition & Examples

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  • 0:01 What Is Customer Satisfaction?
  • 1:09 Examples of Customer…
  • 2:28 Lesson Summary
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Lesson Transcript
Instructor: Shawn Grimsley
Customer satisfaction is essential for business success in today's marketplace. In this lesson, you'll learn what customer satisfaction is and be provided some examples. A short quiz follows the lesson.

What Is Customer Satisfaction?

Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by your company have been met.

Customer satisfaction is an abstract concept and involves such factors as the quality of the product, the quality of the service provided, the atmosphere of the location where the product or service is purchased, and the price of the product or service. Businesses often use customer satisfaction surveys to gauge customer satisfaction. These surveys are used to gather information about customer satisfaction. Typical areas addressed in the surveys include:

  • Quality of product
  • Value of product relative to price - a function of quality and price
  • Time issues, such as product availability, availability of sales assistance, time waiting at checkout, and delivery time
  • Atmosphere of store, such as cleanliness, organization, and enjoyable shopping environment
  • Service personnel issues, such as politeness, attentiveness, and helpfulness
  • Convenience, such as location, parking, and hours of operation

Examples of Customer Satisfaction

Let's say you're going to open your own coffee shop. You want to give your customers an excellent experience to maximize their satisfaction with your store and its products so that they will become loyal customers. You have developed the following plan to maximize customer satisfaction:

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