Customer satisfaction is defined as ________.
A) the degree to which an individual will resist switching from one offering to another
B) the level at which the offering meets or exceeds a customer's expectations
C) retaining satisfied and loyal profitable customers and channels
D) increasing the likelihood that a customer becomes a buzz marketer
E) the number of purchases in a defined period of time

Question

Quizplus · Accepted Answer

Customer satisfaction refers to the level at which the offering meets or exceeds a customer's expectations. While retaining satisfied and loyal customers and increasing the likelihood of buzz marketing are important aspects of customer satisfaction, the core definition is the level of satisfaction with the offering itself. Resistance to switching and number of purchases are related to customer loyalty but do not necessarily define customer satisfaction.

Customer Satisfaction Is Defined as ________