Satisfaction segmentation is a customer segmentation approach that aims to classify customers based on their level of satisfaction with a company or product. This emerging method leverages the increasing availability of customer satisfaction data through feedback management tools (NPS, customer reviews, etc.). When a customer expresses their satisfaction through a rating or scale, this information can be integrated into the CRM to guide and personalize marketing initiatives. For example, it’s possible to temporarily suspend marketing communications to dissatisfied customers, or conversely, to specifically target the most satisfied customers and invite them to join a referral program. It’s also possible to tailor message content based on different segments corresponding to varying levels of satisfaction or dissatisfaction.