The customer satisfaction rate indicator reflects the quality of the service or product offered, as well as the positive perception of customers. There is no official definition precisely defining what a customer satisfaction rate is or the associated calculation method. In reality, the calculation depends on the wording of the question asked to assess satisfaction. For example, if the question is binary (“Are you satisfied: yes\/no”), the satisfaction rate will correspond to the proportion of respondents who chose “yes.”<\/p>\n\n\n\n
Generally, the satisfaction rate is determined using a rating scale with levels such as “not at all,” “not really,” “somewhat,” and “completely.” In this context, the satisfaction rate is often calculated by grouping the “somewhat” and “completely” responses. However, this overall rate is primarily used for marketing and advertising purposes, as it does not provide detailed information on the various aspects of satisfaction. For example, a 90% satisfaction rate can result from different combinations, such as 60% “somewhat” and 30% “completely,” or 30% “somewhat” and 60% “completely.”<\/p>\n\n\n\n
Therefore, the overall rate alone does not allow for an in-depth analysis of the specific components of customer satisfaction. For more thorough internal analyses, it is generally preferable to use another type of indicator, such as the satisfaction index, which also has limitations but offers a more detailed view of customer satisfaction, although it is not strictly equivalent to the satisfaction rate.<\/p>\n","protected":false},"template":"","categories-glossary":[312],"class_list":["post-162843","dictionnaire-dico","type-dictionnaire-dico","status-publish","hentry","categories-glossary-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico\/162843","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/dictionnaire-dico"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=162843"}],"wp:term":[{"taxonomy":"categories-glossary","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/categories-glossary?post=162843"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}