Ch 13: Customer Satisfaction

About This Chapter

Review fun lessons at home or on-the-go to learn all about customer satisfaction. Boost your grades, secure a course credit, or enhance your personal knowledge of this subject by utilizing the helpful study resources available in this chapter.

Customer Satisfaction - Chapter Summary

Learn about or gain a greater understanding of customer satisfaction with fun lessons you can review in a secure online environment. Accessible 24/7 from any computer or mobile device, the lessons enable you to enhance your comprehension of this subject area anytime your schedule permits. In addition to the lessons, additional study resources like short quizzes and a chapter exam can reinforce your knowledge of customer satisfaction. By finishing this entire chapter, you will be able to:

  • Define customer satisfaction
  • Identify and describe common tools used for customer satisfaction research analysis
  • Describe how to measure customer satisfaction to improve retention
  • List methods used to measure customer satisfaction
  • Discuss the uses and implementation of customer satisfaction surveys
  • Explain biases and limitations that can create problems with customer surveys
  • Share the meaning and uses of the Net Promoter Score (NPS)

7 Lessons in Chapter 13: Customer Satisfaction
What is Customer Satisfaction? - Definition & Examples

1. What is Customer Satisfaction? - Definition & Examples

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.

Tools Used for Customer Satisfaction Research Analysis

2. Tools Used for Customer Satisfaction Research Analysis

You're at your desk with hundreds, maybe thousands, of customer satisfaction surveys uploaded to your computer, but now what? We'll discuss how you can use common data analysis tools, such as Excel, R, SAS, and SPSS, to read and interpret your data.

Measuring Customer Satisfaction to Improve Retention

3. Measuring Customer Satisfaction to Improve Retention

Customer satisfaction is the key to a successful business. This lesson will discuss different customer satisfaction measurements that can improve retention and build relationships with customers.

Methods for Measuring Customer Satisfaction

4. Methods for Measuring Customer Satisfaction

Customers are the bread and butter of any business. This is why businesses need to make sure they are measuring customer satisfaction. This lesson will discuss methods for measuring customer satisfaction.

Customer Satisfaction Surveys: Uses & Implementation

5. Customer Satisfaction Surveys: Uses & Implementation

This lesson will discuss the importance and benefits of customer satisfaction surveys. We will review common questions to include in surveys, ideas for increasing response rates, and how to prioritize and analyze feedback.

Net Promoter Score: Definition & Examples

6. Net Promoter Score: Definition & Examples

Net Promoter Score (NPS) is a mathematical equation that seeks to quantify customer loyalty and satisfaction. This lesson will walk through the basic definition of NPS and how it is calculated.

Problems with Customer Surveys: Biases & Limitations

7. Problems with Customer Surveys: Biases & Limitations

In this lesson, we'll explore completed customer surveys and the biases and limitations that may affect interpretation of their data. Test your new knowledge after the lesson with a quiz.

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