by Cory Russum

I believe that the concept of customer satisfaction must be measured over an extended period of time before an accurate assessment can be made. If you notice that your employees are familiar with many of the patrons who visit your establishment, then that is a good sign that your customers are satisfied with your products or services.

If you sell a product(s), you can make a pretty accurate determination of how satisfied your customers are by the number of returns that are processed each quarter. If returns are low then customers are satisfied and vice versa. If you happen to sell a service, the demand for your service directly correlates with how satisfied your customers are.

In the modern marketplace, customer satisfaction is measured by a quantifiable method called KPI. For those who are not familiar with the KPI definition, it is an acronym for Key Performance Indicators. These indicators are part of a business success model that measures not only customer satisfaction, but also employee satisfaction, which is just as important. Having a viable measuring tool such as KPI allows employers to effectively access statistical information and adjust to market conditions as necessary.

What are your thoughts about measuring customer satisfaction?