Delivering a great customer experience has been a mission for all the brands today. And by availing a unique experience we aim at reaching customer satisfaction which leads to growth in business.

Econsultancy contributor Patricio Robles has published an article on ‘customer satisfaction’ as a marketing metric.

Robles says, “That customer satisfaction is such a popular metric and is even more popular than ROI isn’t so surprising when one considers just how much emphasis has been placed on customer experience in recent years. Instead of excelling in one or two areas, the common wisdom is that companies have to make every aspect of a customer’s journey an excellent if not pleasurable experience.

Customer satisfaction, as a metric, effectively seeks to measure how customers perceive the customer experience.

This is a good idea, but a big challenge with the use of customer satisfaction as a decision-driving metric is that there is no standard definition for what customer satisfaction is”.

It is now the top marketing metric, but what does “customer satisfaction” mean?

Econsultancy

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