Book cover for Quality Management: Tools, Methods, and Standards
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Quality Management: Tools, Methods, and Standards
Edited by
Marco Sartor
Marco Sartor
University of Udine, Italy
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Guido Orzes
Guido Orzes
Free University of Bozen-Bolzano, Italy
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Author and Other Information
Emerald Publishing Limited
DOI:
https://doi.org/10.1108/9781787698017
ISBN electronic:
978-1-78769-801-7
ISBN print:
978-1-78769-804-8
Publication date:
2019
Book Chapter

7: Customer Satisfaction Analyses

By
Marco Sartor
Marco Sartor
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Author and Other Information
Marco Sartor
Copyright © 2019 Emerald Publishing Limited
2019
Emerald Publishing Limited
Licensed reuse rights only
Doi:
https://doi.org/10.1108/978-1-78769-801-720191007
  • Published:
    2019
Copyright © 2019 Emerald Publishing Limited
2019
Emerald Publishing Limited
Licensed reuse rights only

Customer satisfaction is a term used to explain how products and services supplied by a company meet or surpass customer expectation.

Customer satisfaction is defined as the number/percentage of customers whose experience with products/services exceeds identified satisfaction goals.

This chapter explains how to develop customer satisfaction analyses (from the preliminary study to the analysis of the results) and some methods to represents the major findings.

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