How to Measure Customer Satisfaction

Customer satisfaction is essential for improving loyalty rate, reducing costs and retaining your customers. Knowing what makes your customers happy, why they buy, why they stay loyal and what makes them unhappy, or even angry, will make your life as a leader in providing service to customers, a lot easier. In this lesson, we will look at a range of approaches and tools you can use to measure customer satisfaction in your organization, including analyzing the drivers of satisfaction and retention, using comment cards, focus groups, and mystery shoppers. You will also learn how to develop a customer satisfaction survey.