Mystery client

Customer Satisfaction
A combination of methods and research models based on social research, developed since the 1990s above all in the field of market enterprise, for identifying the degree of customer satisfaction interpreted as a measure of the quality of a product or service. Customer satisfaction is understood to mean the customer’s perception of having spent his/her resources well and having obtained the maximum possible in relation to his/her expectations. Thus the concept of satisfaction is a relative state based on the explicit or latent expectations of the customer or user and the perception that he/she has of the overall quality factors incorporated in the product or service used. Therefore, there is a close link between customer satisfaction and quality of a good or service.