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Management: How to Measure Customer Satisfaction

Updated: Sep 14, 2019

Customer satisfaction is one of the most important parts of management as it is your customers that pay the bills, It is up to you, the manager, to measure the customers' satisfaction, and help raise it if your numbers are low. Many companies use subjective and anecdotal evidence, however, it is important to try and use as much of an objective measure as possible. If you can find an objective model, you will be able to make the right adjustments to your company that will benefit all involved. As long as you stay dedicated to customer loyalty, you can overcome any issues your company may face.

One effective method is in-app surveys. If you create an accurate survey that asks the hard-hitting questions you will know what your customers enjoy and don’t enjoy. Another great method is the net performance score. Essentially, you ask the customer on a scale of 1-10 how likely they are of recommending you to someone else. Lastly, you can do a straight out customer satisfaction poll, where you ask on a scale of your choice of how satisfied they were with your service/products.

If you follow these steps you will be able to properly gauge customer satisfaction. Once you implement some of these systems, try to make improvements to your business to raise customer satisfaction. If you can make your customers happy word of mouth marketing will occur and you will see an increase in profits. If you enjoyed this article please check out our other articles here on on topics such as management, finance, human resources, and marketing.

Works Cited

Pascal. “6 Proven Methods for Measuring Customer Satisfaction.” Userlike Live Chat, Userlike, 30 Aug. 2016,

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