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Key Business Analytics by Bernard Marr

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Customer satisfaction analysis

What is it?

Customer satisfaction analysis is the process of assessing whether your customers are getting what they want and expect from your business, product or service. In essence, are they satisfied or unsatisfied with their experience of buying from you, or your product or service?

Measuring customer satisfaction is one of the most common forms of business analysis that companies engage in beyond financial analysis. It allows you to find out exactly what parts of your product or service are most appreciated by your customers. Too many businesses have got into financial trouble because they have made inaccurate assumptions about what their customers want, need or love.

Done properly, customer satisfaction ...

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