Customer Satisfaction
Business objective ensuring customers receive value and are content.
Formula
Customer Satisfaction Score = (Satisfied Customers ÷ Total Survey Responses) × 100
Real World
Amazon's obsession with customer satisfaction — reflected in one-click ordering, fast delivery, and easy returns — has driven repeat purchase rates that competitors struggle to match.
Exam Focus
When asked to 'justify', link customer satisfaction to a measurable financial outcome — repeat purchases, reduced marketing costs, or premium pricing power.
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