Measuring Customer Satisfaction
Search the Internet and find an example of a customer satisfaction survey. Create a 300-400 word response discussing the following questions:
• Analyze the customer satisfaction survey you selected. Do you agree with the survey questions selected? Why or why not?
• We know from our reading that many customer satisfaction survey results are high (80-90 percentile). Based on your readings, state the factors that may influence satisfaction ratings in surveys.
• Based on your research from the South University online library, defend or refute this statement. Customer satisfaction translates into customer retention.
• Think about a service firm that you personally patronized recently. Describe your expectations and experience during your most recent encounter with the firm. Were you satisfied? What are two ways in which you, as a consumer, can assist the firm in enhancing the delivery of the service?
Be sure to properly cite your sources using APA; include your references and in-text citations.