What types of metrics measure customer satisfaction?

Customer satisfaction measures how well the product or service a supplier provides meets the expectations of the customer. Suppliers often use surveys to gather information on customer satisfaction. Some areas measured in these surveys usually include:

• Quality of the product
• Value of the product for the price
• Time issues such as: availability of the product, time waiting for help from a sales associate, time waiting for checkout, or time waiting for delivery
• The cleanliness, organization, and overall environment of the store
• The service received from associates. For example, were associates polite, helpful, and attentive
• Convenience issues such as: location of the store, parking options, and hours of operation