Posted inAll sectors / Customer / Sales

Customer Satisfaction

Definition of this KPI:
A measure of how well a company's products or services meet customer expectations and needs. Customer satisfaction is typically measured through surveys, feedback forms, and customer reviews. It is quantified based on the responses to questions that assess the customer's experience and their level of satisfaction with the company's offerings. Responses are often measured on a scale, with higher scores indicating greater satisfaction.

  • This KPI can be calculated as: Average score or percentage of satisfied customers based on the rating system used.
  • The KPI will be measured as: ratio (number)
  • How to interpret the KPI: higher is better
  • The strategic objective to measure with this KPI: Long-term relationship with profitable customers
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