{"id":40037,"date":"2021-12-07T10:20:26","date_gmt":"2021-12-07T10:20:26","guid":{"rendered":"https:\/\/act.com\/?page_id=40037"},"modified":"2023-01-04T12:47:19","modified_gmt":"2023-01-04T19:47:19","slug":"customer-satisfaction-definition","status":"publish","type":"page","link":"https:\/\/products.act.com\/en-gb\/customer-satisfaction-definition\/","title":{"rendered":"What is Customer Satisfaction?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"40037\" class=\"elementor elementor-40037\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-662e79e3 topSctGlb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"662e79e3\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4d8da025\" data-id=\"4d8da025\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3010ff8c elementor-widget elementor-widget-heading\" data-id=\"3010ff8c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.20.0 - 26-03-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h1 class=\"elementor-heading-title elementor-size-default\">What is Customer Satisfaction?<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9e047d6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9e047d6\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d1c18bb\" data-id=\"d1c18bb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-212becd elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"212becd\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-5f64135\" data-id=\"5f64135\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-b27bb71\" data-id=\"b27bb71\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7fd21ae elementor-widget elementor-widget-text-editor\" data-id=\"7fd21ae\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.20.0 - 26-03-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><strong>Surely all businesses set out with the goal of satisfying their customers<\/strong>. But this can often be a vague goal with little understanding or intent behind it. It helps to really understand what customer satisfaction means before you can strategise about how to achieve it. So, let\u2019s start by wrapping our heads around customer satisfaction and why it is important for any business.<\/p><h3>\u00a0<\/h3><h3><strong>What is customer satisfaction?<\/strong><\/h3><p>Customer satisfaction refers to how well you, as a product or service provider, fulfil the needs and expectations of your customers. This applies to any interactions before and after the sale as well as during it. The following customer satisfaction definition comes from\u00a0<a href=\"https:\/\/dictionary.cambridge.org\/dictionary\/english\/customer-satisfaction\/\" target=\"_blank\" rel=\"noopener\">Cambridge Dictionary<\/a>:<\/p><p><em>\u201cA measure of how happy customers feel when they do business with a company.\u201d<\/em><\/p><p>Seems simple enough, right? But the problem comes down to measuring customer satisfaction. It\u2019s not enough to assume that a customer is satisfied because they leave with a smile on their face and don\u2019t complain about you online. Some people might just be polite.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dd3c161 elementor-widget elementor-widget-shortcode\" data-id=\"dd3c161\" data-element_type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-shortcode\">\t\t<div data-elementor-type=\"section\" data-elementor-id=\"61273\" class=\"elementor elementor-61273\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-1f39ff27 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1f39ff27\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-3761661c\" data-id=\"3761661c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-726d6aae elementor-widget elementor-widget-heading\" data-id=\"726d6aae\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Start Creating More Meaningful Relationships With Act!<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-799c2839 elementor-widget elementor-widget-text-editor\" data-id=\"799c2839\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\tStart your 14 day free trial today. No download or credit card required.\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-75395857 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"75395857\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.act.com\/trial\/act\/\" id=\"free-trial-speedbump-button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Start Free Trial<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8d8b0f9 elementor-widget elementor-widget-text-editor\" data-id=\"8d8b0f9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong style=\"font-size: 24px;\">How can you measure customer satisfaction?<\/strong><\/p><p>The fact that the above definition uses the word \u201cmeasure\u201d highlights the importance of measuring customer satisfaction empirically. This is typically done using\u00a0<a href=\"https:\/\/www.act.com\/en-gb\/customer-satisfaction-survey-questions\/\" target=\"_blank\" rel=\"noopener\">customer satisfaction surveys<\/a>\u00a0to gather your customers\u2019 opinions on the different aspects of your service. You can also factor in other metrics like customer retention and loyalty to make assumptions about customer satisfaction.<\/p><p>By measuring customer satisfaction in this way, you can identify your weaknesses and figure out how to improve your service in order to increase customer satisfaction levels.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ca8d96 elementor-widget elementor-widget-image\" data-id=\"7ca8d96\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.20.0 - 26-03-2024 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/en-gb\/guides\/customer-journey-ebook\/\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"241\" src=\"https:\/\/products.act.com\/wp-content\/uploads\/2021\/11\/customer-journey-guidefd6f9be796e1633a9d88ff00001e67f5.png\" class=\"attachment-large size-large wp-image-38823\" alt=\"\" srcset=\"https:\/\/products.act.com\/wp-content\/uploads\/2021\/11\/customer-journey-guidefd6f9be796e1633a9d88ff00001e67f5.png 1024w, https:\/\/products.act.com\/wp-content\/uploads\/2021\/11\/customer-journey-guidefd6f9be796e1633a9d88ff00001e67f5-300x71.png 300w, https:\/\/products.act.com\/wp-content\/uploads\/2021\/11\/customer-journey-guidefd6f9be796e1633a9d88ff00001e67f5-768x181.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b23536 elementor-widget elementor-widget-text-editor\" data-id=\"5b23536\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"sfContentBlock\"><h3>Why is customer satisfaction so important?<\/h3><p>It\u2019s much easier to forget about a customer as soon as they leave your store or click away from your website. So why should we take the time to follow up with our customers and focus on their satisfaction levels? Here are some of the key reasons why measuring customer satisfaction and striving to improve it are so important.\u00a0<\/p><h4>Maximise customer lifetime value<\/h4><p>Many businesses underestimate\u00a0<a href=\"https:\/\/www.act.com\/en-gb\/customer-acquisition-cost\/\">the cost of acquiring a new customer<\/a>. It is much more cost-effective to invest in retaining existing customers rather than constantly chasing new ones. If you focus on customer satisfaction, then those that buy from you are much more likely to buy from you again.<\/p><p>This increases the lifetime value of that customer, i.e. the amount they spend with you over their entire lifetime. When customers keep coming back to buy from you, your return on investment from their\u00a0<a href=\"https:\/\/www.act.com\/en-gb\/customer-acquisition-strategy\/\" target=\"_blank\" rel=\"noopener\">customer acquisition<\/a>\u00a0cost increases. The bottom line is: satisfied customers are more loyal and loyal customers are more profitable for your business.<\/p><h4>\u00a0<\/h4><h4>Minimise customer churn<\/h4><p><a href=\"https:\/\/www.act.com\/en-gb\/churn-rate\/\">Customer churn<\/a>\u00a0refers to those customers that stop buying from you, whether that\u2019s after their first purchase or after several years of being a loyal customer. Customer churn can be very costly for your business because it means you need to go back to focusing on getting new customers. As mentioned above, a satisfied customer is more likely to remain loyal, therefore decreasing customer churn.\u00a0<\/p><h4>Positive brand exposure<\/h4><p>Word of mouth is important to any business. Disgruntled customers will go online and complain about your business or its products, they\u2019ll write negative reviews, and they\u2019ll recommend your competitors over you. By improving your customer satisfaction, you not only avoid this, but you also benefit from positive word of mouth. Satisfied customers will recommend you to friends and family, talk positively about you online, and, hopefully, write\u00a0<a href=\"https:\/\/www.reviewtrackers.com\/blog\/get-more-reviews\/\" target=\"_blank\" rel=\"noopener\">positive reviews<\/a>\u00a0on places like Google, Facebook, and Yelp.<\/p><h4>Increase revenue<\/h4><p>All businesses want to increase their revenue and grow their business, but they might not always have the resources to invest in actively growing it. Once you\u2019ve got your customer satisfaction strategy right, it becomes an effective way to grow your business and its revenue passively.<\/p><h3>\u00a0<\/h3><p>While you focus on improving other areas of your business, satisfied customers keep coming back to buy from you and they keep recommending you to their peers or writing positive reviews online. This keeps a steady and, hopefully, increasing revenue stream coming in without you having to constantly work on it. Of course, customer satisfaction is something you should review on a regular basis to ensure you\u2019re still hitting the nail on the head.<\/p><\/div><div class=\"sfContentBlock\"><h4>Learn more about Customer Experience Management:<\/h4><ul><li><a href=\"https:\/\/www.act.com\/en-gb\/what-is-customer-experience\/\">What is Customer Experience?<\/a><\/li><li><a href=\"https:\/\/www.act.com\/en-gb\/customer-experience-management-guide\/\" target=\"_blank\" rel=\"noopener\">A Simple Guide to Improving Your Customer Experience Management<\/a><\/li><li><a href=\"https:\/\/www.act.com\/en-gb\/customer-satisfaction-survey-questions\/\" target=\"_blank\" rel=\"noopener\">The 9 Best Customer Satisfaction Survey Questions<\/a><\/li><\/ul><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-802b1ff\" data-id=\"802b1ff\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c76d928 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c76d928\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9ce9dd4\" data-id=\"9ce9dd4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6aad066 elementor-widget elementor-widget-heading\" data-id=\"6aad066\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Big results. Small investment.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0555d3e elementor-widget elementor-widget-heading\" data-id=\"0555d3e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Ready to take the first step?<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9b5d11e elementor-align-center elementor-widget__width-auto elementor-widget elementor-widget-button\" data-id=\"9b5d11e\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/www.act.com\/en-gb\/trial\/act\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span 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guide!<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-2883e390\" data-id=\"2883e390\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-83da5ba elementor-align-center elementor-widget elementor-widget-button\" data-id=\"83da5ba\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"\/en-gb\/guides\/customer-journey-ebook\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Download now<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>What is Customer Satisfaction? Surely all businesses set out with the goal of satisfying their customers. But this can often be a vague goal with little understanding or intent behind it. It helps to really understand what customer satisfaction means before you can strategise about how to achieve it. So, let\u2019s start by wrapping our [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[],"tags":[],"folder":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.2 (Yoast SEO v22.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer satisfaction definition | What is it and why should it be your priority<\/title>\n<meta name=\"description\" content=\"Grow your business through satisfied customers. 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