Customer Satisfaction


Customer satisfaction (CS) is the degree to which a customer is happy with a product, [[service]], or [[experience]]. Satisfaction score is usually calculated by asking on a five or seven-point scale how a customer feels about an interaction, purchase, or overall [[customer experience]]. For [[brand advocacy]] and [[emotion]]al (See also: [[Emotional Experience]]) commitment, it is necessary to exceed the expectations of customers beyond satisfaction. In a situation where there are two companies that guarantee customer satisfaction, customers will choose those who can go beyond that if they have to decide and become advocates of these brands.

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