Customer Satisfaction
Business objective ensuring customers receive value and are content.
Formula
Customer Satisfaction Score = (Satisfied Customers / Total Respondents) × 100
Real World
Apple consistently tops customer satisfaction surveys for its iPhone, with loyal customers returning for upgrades — generating repeat revenue without heavy discounting.
Exam Focus
Always link customer satisfaction to a financial outcome (retention, revenue) to access higher marks on 'assess' or 'evaluate' questions.
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