What is Customer Satisfaction?
During the past decades, customer satisfaction has been subject to complex shifts in meaning as well as measurement. Where previously, satisfying a client was confirmation of a job well done; now customer satisfaction is seen as a valuable business term measuring how a product or service meets or surpasses customer expectations.
Why measure Customer Satisfaction?
According to Lawrence Gitman, “In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy”.
Customer satisfaction goals often relate closely to particular expectations. If not met, disappointment occurs. By just listening to your customers, rather than spending ages evaluating revenue developments, KPIs, or other marketing factors, you learn more about your company and gain knowledge about customer perception of your product or service.
How to measure?
A good, effective way to measure customer satisfaction is through an appealing customer survey. Your customer survey allows insight into different categories regarding your customer’s experience.
Would you like to find out how to properly measure customer satisfaction and how to make an advantage out of it?
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About the company
Customer Alliance is a young, Berlin-based company offering smart solutions for hotels. Customer Alliance’s Review Analytics is the official tool of the German Hotel Association (IHA) for hotel reputation management. More than 35.000 hotels in over 35 countries are already improving their workflow with the 360° reputation management. software.
Review Analytics helps hoteliers get more authentic reviews to improve their online reputation. Hoteliers can keep track of how they are doing in relation to their competitors, as well as more effectively increase their sales by generating commission-free bookings through their own distribution channels.
Since officially starting in 2009, the fast-growing company has become a 90+ person international team composed of members coming from various backgrounds in the tourism & hotel industry.
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