A satisfaction survey is a scientific tool to measure the degree of satisfaction among people with regard to a particular product, service or job. Satisfaction of a customer depends mostly on the way he is treated or his problems are addressed by the staff of a service company.
Customer satisfaction has a lot to do with the profits incurred by a product and it may go to the extent of blocking the recovery of the production cost of the product. The companies are entirely responsible for this fiasco as it is their soul duty to satisfy the consumers. These qualms are given vent through an open survey.
A satisfaction survey should be developed in a manner to serve the following functions:
- The questions shortlisted must give an insight into the psychological variables of the customers.
- The items must have a qualitative and a quantitative characteristic to identify the class of and measure the extent of the variables.
- The various aspects of customer satisfaction and sources of dissatisfaction must be individually measured.
- Graphical representation of the acquired data may be obtained that works as a pictorial clue to the entire survey and facilitates the understanding of the executioners and the manufacturers.