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Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.
Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
The Kano model is a theory that classifies customer preferences into five categories: must-be, one-dimensional, attractive, indifferent and reverse quality. It helps to identify the features that satisfy, delight or dissatisfy customers and to improve product design and innovation.
Service quality is a comparison of perceived expectations and performance of a service, and it can be influenced by various factors such as technical, functional, reliability, assurance, tangibles, empathy and responsiveness. Learn how to measure service quality using different methods and models, such as SERVQUAL, RATER and e-service quality.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
SERVQUAL is a questionnaire that measures service quality by comparing customer expectations and perceptions along five dimensions: reliability, assurance, tangibles, empathy and responsiveness. It is based on the expectancy–disconfirmation paradigm and the model of service quality, which identifies five gaps that may affect service quality.
Service design is the activity of planning and arranging people, infrastructure, communication and material components of a service to improve its quality and interaction. Learn about the origins, methods and tools of service design, and the six principles proposed by Adam Lawrence, Jakob Schneider, Marc Stickdorn and Markus Edgar Hormess.
Learn about the economic indicator that measures the satisfaction of consumers across the U.S. economy. Find out how ACSI is calculated, used, and adopted internationally, and see examples of sector, industry and company-level findings.
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