customer satisfaction Flashcards
1
Q
what does customer satisfaction measure
A
how goods or services supplied by a retail business meet or surpass a customers expectation
2
Q
why is customer satisfaction important
A
provides retail business owners with information that they can use to manage and improve their business
3
Q
what happens if a business meets/doesn’t meet customer satisfaction
A
if a retailer fails to meet customer satisfaction, then it could result in a decrease in sales and profits, if they are met, then sales and profits will increase
4
Q
what is word of mouth
A
the passing of information and opinions by oral communication between people who use the business
