8.1 Define customer satisfaction and perceived quality in service industries
Define customer satisfaction:
Feelings = contentment, fulfilment, surprise or arousal, pleasure and
relief
Satisfaction may be transaction specific or cumulative:
Cumulative = customer's overall satisfaction evaluation over multiple
experiences
Net Promoter Score (NPS) = % of promoters (9s and 10s) - % of detractors (0-6)
8.2 Explain the importance of customer satisfaction in achieving a
competitive advantage
Importance of customer satisfaction in achieving a competitive advantage:
1.
2.
3.
Customer satisfaction and financial performance:
,
Provides new referral through positive word of mouth
Define customer satisfaction:
Feelings = contentment, fulfilment, surprise or arousal, pleasure and
relief
Satisfaction may be transaction specific or cumulative:
Cumulative = customer's overall satisfaction evaluation over multiple
experiences
Net Promoter Score (NPS) = % of promoters (9s and 10s) - % of detractors (0-6)
8.2 Explain the importance of customer satisfaction in achieving a
competitive advantage
Importance of customer satisfaction in achieving a competitive advantage:
1.
2.
3.
Customer satisfaction and financial performance:
,
Provides new referral through positive word of mouth
