Customer Satisfaction

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.[1]
There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.


Contents
1 Measuring customer satisfaction
2 Methodologies
3 See also
4 References

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ISO 10002:2004

ISO 10002