Kundenzufriedenheitsindex (EN)

Customer Satisfaction Index

The Customer Satisfaction Index is a systematic measure for evaluating customer satisfaction with a company's products or services. It is determined through surveys, ratings, or other feedback mechanisms and serves as an important indicator of the quality of the customer relationship. A high index often correlates with higher customer loyalty and repeat purchase willingness. Companies use this metric to identify weaknesses in their offering and to make targeted improvements.

Collection Methods

flowchart TD     A[Customer Satisfaction Index] --> B[Direct Surveys]     A --> C[Indirect Measurements]     A --> D[Behavior-Based Analyses]          B --> B1[NPS-Net Promoter Score]     B --> B2[CSAT-Customer Satisfaction]     B --> B3[CES-Customer Effort Score]          C --> C1[Social Media Monitoring]     C --> C2[Online Reviews]     C --> C3[Support Ticket Analysis]          D --> D1[Repeat Purchase Rate]     D --> D2[Customer Churn Rate]     D --> D3[Average Order Value] 

In Context

• Typically used together with customer loyalty programs and CRM systems
• Related to: Customer Lifetime Value, Customer Loyalty, Brand Image
• Example use: Regular collection to evaluate the effectiveness of service improvements