customer satisfaction index (csi)
TRANSCRIPT
Customer Satisfaction IndexCSI
BYSepideh B
CONTENTS
What is Customer Satisfaction?
Why Customer Satisfaction Is Important? Different Models For Measuring CSIACSI
ICSI
How to measure CSI?Article
It is a measure of how products and services supplied by a company meet or surpass
customer expectation.
Customer Satisfaction
It is a measure of how products and services supplied by a company meet or surpass
customer expectation.
Customer Satisfaction
Why Customer Satisfaction Is Important?
It’s a leading indicator of consumer repurchase intentions and loyalty
It’s a leading indicator of consumer repurchase intentions and loyalty
It’s a point of differentiation
It’s a leading indicator of consumer repurchase intentions and loyalty
It’s a point of differentiation
It reduces customer churn
It’s a leading indicator of consumer repurchase intentions and loyalty
It’s a point of differentiation
It reduces customer churn
It increases customer lifetime value
It’s a leading indicator of consumer repurchase intentions and loyalty
It’s a point of differentiation
It reduces customer churn
It increases customer lifetime value
It reduces negative word of mouth
It’s a leading indicator of consumer repurchase intentions and loyalty
It’s a point of differentiation
It reduces customer churn
It increases customer lifetime value
It reduces negative word of mouth
It’s cheaper to retain customers than acquire new ones
Different Models For Measuring CSI
American Customer
Satisfaction Index
ACSI
How to measure Customer
Satisfaction?
Survey
PLS
ACSI
SURVEY
PLS(Partial Least Squares) SmartPLS
ExampleA customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index
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