customer feedback

CUSTOMER SATISFACTION IS MISLEADING

CUSTOMER SATISFACTION IS MISLEADING

Research and Practitioners suggest that currently Customer Satisfaction is the most widely used parameter to gauge the Customer Engagement in an organization. Most organizations measure Customer Satisfaction or its derivative - Net Promoter Score to mirror their Customer Experience for understanding their customers in a better way.

But Does Customer Satisfaction Studies of today’s age deliver the true customer sentiments? Will Customer Satisfaction Studies lead to more customer advocacy for the organization? Not necessarily.