定義顧客滿意度
因?yàn)轭櫩蜐M意度的概念對(duì)于許多公司是新的，因此重要的是要明確這一詞意味著什么。顧客滿意是顧客的期望得到滿足或產(chǎn)品、服務(wù)超過應(yīng)有的程度時(shí)對(duì)企業(yè)感知的精神狀態(tài)。實(shí)現(xiàn)顧客滿意會(huì)導(dǎo)致公司的忠誠(chéng)和產(chǎn)品再購(gòu)買。這個(gè)定義有一些重要的影響：因?yàn)轭櫩蜐M意是一種主觀的，非量化的狀態(tài)，測(cè)量將不準(zhǔn)確，將需要采樣和統(tǒng)計(jì)分析。顧客滿意度的測(cè)量必須在了解了顧客的期望和屬性表現(xiàn)之間的差距之后進(jìn)行。 顧客滿意度的測(cè)量和底線結(jié)果之間必定有相關(guān)的聯(lián)系。“滿意”，本身就與顧客有著千絲萬縷的聯(lián)系。例如，它可以指任何或所有下列例子：
某一特定產(chǎn)品或服務(wù)質(zhì)量的滿意度;與正在進(jìn)行的業(yè)務(wù)關(guān)系的滿意度;產(chǎn)品或服務(wù)的價(jià)格性能比的 滿意度; 產(chǎn)品/服務(wù)的滿意度，因?yàn)檫_(dá)到或超過客戶的期望.根據(jù)企業(yè)的性質(zhì)和與客戶的具體關(guān)系，每個(gè)行業(yè)都可以添加到這個(gè)列表?？蛻魸M意度的測(cè)量變量會(huì)有所不同


Defining customer satisfaction
Because the concept of customer satisfaction is new to many companies, it's important to be clear on exactly what's meant by the term. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. There are some important implications of this definition: Because customer satisfaction is a subjective, nonquantitative state, measurement won't be exact and will require sampling and statistical analysis. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. There should be some connection between customer satisfaction measurement and bottom-line results. "Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to any or all of the following: Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationship