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Companies Are Interested in Understanding What Their Customers Think About Their Shopping or Purchase Experience
Companies Are Interested in Understanding What Their Customers Think About Their Shopping or Purchase Experience
purchase experience, because finding new customers is generally more costly and difficult than
servicing existing or repeat customers.
Types of research
Descriptive or documentary research
Many customer satisfaction studies are intentionally or unintentionally only descriptive in nature
because they give a snapshot in time of customer attitudes. If the study instrument is administered to
groups of customers periodically, then a descriptive picture of customer satisfaction through time can
be developed.
Method
Both quantitative studies and qualitative studies are critical to understanding customer satisfaction.