Definition
Customer satisfaction is the measure of how well a company's products or services meet customer expectations. Founders reach for it when a vague conversation needs a shared, specific meaning. Name it clearly, then let the next decision — a hire, a price, a test, or a pass — follow from that meaning.
In the room
How the word shows up in a real conversation.
You know Customer satisfaction is doing work when it changes a weekly choice — price, hire, channel, or kill. The working definition: Measure of how well a company's products or services meet customer expectations.
Common mistake
Using Customer satisfaction as a label instead of a fact. If you cannot point to the evidence — a number, a customer, or a written assumption — you are using the word as jargon.
See also
Customer acquisition
Process of gaining new customers through marketing and sales efforts.
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Customer lifetime value (CLV)
Predicted revenue a customer will generate over their entire relationship.
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Customer loyalty
Customer's commitment to repeatedly purchase from a particular brand.
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Customer Relationship Management (CRM)
Technology and strategy for managing customer interactions and data.
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