What is satisfaction? How to make customer satisfaction questionnaire? Richard L. Oliver in his book “Satisfaction” gives a formal definition of satisfaction as being consistent with the theoretical and empirical evidence to date:
“Satisfaction is the consumer’s fulfillment response. It is a judgment that a product or service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption-related fulfillment, including levels of under- or over-fulfillment”.
In this case, pleasurable implies that fulfillment gives or increases pleasure, or reduces pain, as when a problem is effectively solved. Someone can be satisfied just to get back to normalcy or neutrality, as in the removal of an aversive state. Over-fulfillment can be satisfying if it provides additional unexpected pleasure, and under-fulfillment can be satisfying if it gives greater pleasure than anticipated in a given situation.
In case of a customer satisfaction questionnaire, performance is measured ex post facto so the questions are typically worded in the past tense. Other, more pressing measurement issues also require attention. These are the polarity of the performance items and whether one wishes to also include the valence of the performance rating. Further, one could address the number of scale points and secondarily whether the number should be odd or even.
Customer satisfaction questionnaire has been discussed at length in various literatures. Whether the probabilities of future events are referred to as odds or as subjective probabilities, the customer satisfaction questionnaire essentially asks consumers to place likelihood estimates on specific occurrences of product or service performance in the future. Consumers may also be asked to place likelihood estimates on events which have already occurred, a practice necessitated in many customers environment. Now customer satisfaction can be measured using Web Survey Software. This method is more efficient than using other traditional methods. Many Internet survey software tools come preloaded with a well planned customer satisfaction questionnaire making the whole process much easier and saving a lot of time money and effort.
While that answers the questionnaire part, these survey software solutions fall short in delivering a consistent process and an inclusive management solution for all your organization. Learn More ›