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Customer Happiness Measurement System
Customer Happiness is a common method used to determine how well you meet – or exceed – customer expectations. It is used as a key performance indicator of customer service and product quality.
Our Customer Happiness measurement system helps businesses collect customer feedback, measure customer happiness, manage customer relationships and personalize your marketing.
Perceived quality is often measured in one of three contexts:
So how do we effectively measure Customer Happiness in our system?
It is commonly believed that dissatisfaction is synonymous with purchase regret while satisfaction is linked to positive ideas such as “it was a good choice” or “I am glad that I bought it.”
By using perception of quality and product satisfaction as a guide, we can better meas-ure customer satisfaction as a whole.
Overall Satisfaction Measure (Attitudinal)
The single greatest predictors of customer satisfaction are the customer experiences that result in attributions of quality.
Loyalty Measurement (Affective, Behavioural)
Customer loyalty reflects the likelihood of repurchasing products or services. Customer satisfaction is a major predictor of repurchase but is strongly influenced by explicit performance evaluations of product performance, quality, and value. Loyalty is often measured as a combination of measures including overall satisfaction, the likelihood of repurchase, and the likelihood of recommending the brand to a friend.
Intentions to Repurchase Measurements
Satisfaction can influence other post-purchase/post-experience actions like communicating to others through word of mouth and social networks. Additional post-experience actions might reflect heightened levels of product involvement that in turn result in increased search for the product or information, reduced trial of alternative products, and even changes in preferences for shopping locations and choice behavior.
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