Shall we increase the customer satisfaction index or decrease…

Defining customer satisfaction with a single value, like the Customer Satisfaction Index (CSI), Net Promoter Score (NPS^®), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), or other index, may prove ineffective and expensive. This article discusses a more accurate approach to measuring consumer satisfaction. Read more “Shall we increase the customer satisfaction index or decrease indifference and dissatisfaction?” →

How to measure customer satisfaction correctly

Image A: Customer Satisfaction Tree – Courtesy of MarketingStat Satisfaction Modeler^©

Interest in the concept of measuring customer satisfaction is growing. More and more companies want to know how satisfied their customers are. At the same time an increasing number of decision-makers are realizing that measuring overall satisfaction alone isn’t enough. They want to know how much overall satisfaction increases when the satisfaction with a given attribute grows. Only then is it possible to make plans that deliver what they promise. This article sheds light on how to create a valid customer satisfaction measurement model that can measure the contribution of a single attribute to overall satisfaction. Read more “How to measure customer satisfaction correctly” →