Customer satisfaction analysis

Kundenzufriedenheitsanalyse – Die Kundenzufriedenheit ist ein marktpsychologisches Ziel, die zusammen mit den marktökonomischen Zielen die Marketing goals bilden. Die Kundenzufriedenheit ist wichtig, weil die Käufe der Kunden entsprechende Kenntnisse, Einsichten, Vorstellungen und Erfahrungen voraussetzen. Kundenzufriedenheit ist das Ergebnis eines psychischen Vergleichsprozesses zwischen dem wahrgenommenen gesamten Angebot und den Erwartungen der Kunden. In der Praxis werden durch die

Customers rated the following areas:

All services and service processes of the provider are measured in detail, from the product and the prices to the friendliness of the advice and service.

Existing barriers to change can also be determined as well as situational factors.

Another set of questions is of a general nature and is geared towards recruitment and customer loyalty aspects.

In another area, the topic of “customer loyalty” is analyzed. It is about the willingness to maintain (and deepen) the previous connection, the feeling of connectedness, the willingness to recommend as well as the need or intentions to change.

The type and scope of the survey depend on the specific aims of the investigation, the customers (private / commercial) and, last but not least, on the costs that arise from such a complex survey.

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