What is 'customer satisfaction'?

Customer satisfaction is fundamentally defined as a measure of how products or services meet or exceed customer expectations. This concept emphasizes the alignment of consumer experiences with their preconceived notions or desires regarding a product or service. When customers feel that their expectations have been met or surpassed, they are likely to express higher levels of satisfaction, which can lead to repeat business, positive word-of-mouth, and brand loyalty.

The level of customer satisfaction is crucial for businesses as it directly influences customer retention and overall success. Companies often conduct surveys and feedback sessions to gauge this satisfaction level, allowing them to make informed decisions about product improvements and service enhancements that can elevate the customer experience.

While reflecting on a company's overall performance and reputation can be related to customer satisfaction, it does not capture the direct interaction and personal experience the customers have with the products or services. Similarly, using customer satisfaction assessments can inform product design and features, but this is a secondary implication of understanding satisfaction rather than defining it. Lastly, employee satisfaction, while essential for overall business performance, is distinct and focuses on the internal workforce rather than customer experience.