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QualityTerm

Customer satisfaction

Customer satisfaction is the degree to which customers feel your products and services meet their expectations, measured through surveys, conversations, complaints and other signals.

Explanation

You measure customer satisfaction with, for example, a short survey after a job, an evaluation meeting, a score such as the Net Promoter Score, or by tracking complaints, compliments and repeat orders. It is not only about the figure, but above all about the reasons behind it.

Quality standards such as ISO 9001 ask you to collect and use information on how customers experience you. You use the results for improvement actions and take them into the management review. What makes customers dissatisfied in particular gives direction to your objectives and KPIs.

Customer satisfaction is different from complaint handling. A complaint is an individual expression of dissatisfaction that you pick up and resolve. Satisfaction looks at the whole, including customers who say nothing. Someone who does not complain is not automatically satisfied, so ask for feedback actively.

Example from practice

An installer sends a short questionnaire after every handover. The scores and comments are summarised each quarter, and recurring complaints about planning lead to an improvement action.

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In BrydgeOne

Where you work with Customer satisfaction

SatisfactionSurvey and analyze customer and employee satisfaction. Quality reportsLog nonconformities and complaints in a structured way. Management reviewCompile the management review from live data. ISO 9001Quality
Knowledge base

Keep reading

Measuring customer satisfaction: methods, good questions and what to do with the resultMeasuring customer satisfaction means asking customers at fixed moments what they think of your work, and doing something with the answer. You can do it with a survey, the NPS question, a conversation or by analysing complaints. Here you read which method fits when and how to ask questions that give usable answers. Handling complaints: a fixed procedure from receipt to feedbackHandling complaints works better with a fixed procedure than with good intentions alone. When everyone knows what happens after the first report, the customer gets an answer sooner and your organisation learns from every complaint. This is what such a procedure looks like.
Glossary

See also

KPIKey Performance IndicatorNon-conformityNon-conformityManagement reviewManagement reviewISO 9001ISO 9001 Quality management systems

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