Exploring Customer Satisfaction: Factors, Measurement Challenges, and Solutions

Like our lesson text reads, Customer satisfaction is a “mild, positive state resulting from a favorable appraisal of a consumption outcome.” Other factors that play a role is post-consumption phenomenon, cognitive appraisal, and satisfaction.  As for me, customer

satisfaction comes from a clean store, upbeat atmosphere, speedy checkout, and good customer service before, during and after the purchase of a product.

 Some problems associated with measuring customer service are:

  Satisfaction measures – data is skewed.

The focus is on customer dissatisfaction rather than satisfaction.

Feedback giving customers more choices to respond, thus opening the door for larger variances.

RESPONSE

Quite a good response given. Customer satisfaction is indeed a measure of how best goods or services fulfilled the needs of a customer. However, would you place much weight on a store’s atmosphere, customer service, store cleanliness etc. or the extent to which the good or service fulfilled the initial need of the customer? Are there no cases of customers who have been served well by a shopping outlet which really focuses on the cleanliness of their store, even received after-sales services, and still complained of the purchased goods not meeting their needs or expectations? What methods would you recommend for solving the challenges listed?