Customer satisfaction is a measure of how products and services meet or surpass customer expectations. It is a key indicator of customer loyalty, retention, and word-of-mouth, and it is often measured through surveys such as CSAT, NPS, and customer effort score.

High satisfaction leads to repeat purchases, positive reviews, and brand advocacy. Low satisfaction can cause churn and negative publicity. Companies track satisfaction through surveys, reviews, and support interactions, and use the feedback to improve products and services.

Key points

• Meeting or exceeding expectations
• Measured by CSAT and NPS
• Drives loyalty and retention
• Improved through feedback