The Relationship Between Customer Satisfaction & Retention


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question 1 of 3

What is customer satisfaction?

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1. What is customer retention?

2. How are customer satisfaction and retention related?

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About this Quiz & Worksheet

Test your ability to understand customer satisfaction and retention. Quiz questions assess your knowledge of the differences between these two concepts and how they are related.

Quiz & Worksheet Goals

In these assessments you'll be tested on the following:

  • Definitions of customer satisfaction and customer retention
  • The relationship between customer satisfaction and customer retention
  • Ways to increase customer retention
  • Requirements of a thriving referral business

Skills Practiced

This worksheet and quiz let you practice the following skills:

  • Reading comprehension- ensure that you draw the most important information from the related customer satisfaction and retention lesson
  • Distinguishing differences- compare and contrast topics from the lesson, such as customer satisfaction and customer retention
  • Knowledge application- use your knowledge to answer questions about how a business can increase customer retention

Additional Learning

To review concepts related to customer satisfaction and retention, read through the brief lesson on The Relationship Between Customer Satisfaction & Retention. This lesson will help you:

  • Identify examples of customer satisfaction and customer retention
  • Understand why referrals are important
  • Recall ways to increase satisfaction and retention