Percentage of customers claiming to be satisfied

This measure calculates the percentage of customers claiming to be satisfied (through customer feedback or surveys) across all products and services. It is a Process Efficiency measure that helps companies optimize their "measure customer satisfaction with products and services" process by minimizing waste and refining resource consumption.

Benchmark Data

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Measure Category:
Process Efficiency
Measure Id:
102602
Total Sample Size:
5,436 All Companies
Performers:
25th
Median
75th
Key Performance
Indicator:
Yes

Compute this Measure

Units for this measure are percent.

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Percentage of customers claiming to be satisfied

Key Terms

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Process efficiency

Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

Median

The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.

Measure Scope

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Cross Industry (7.2.1)

  • 6.5.3.1 - Gather and solicit post-sale customer feedback on products and services (11238) - Obtaining customer feedback/review on the quality and utility derived from the products/services after the sale is complete. Use techniques such as surveys, feedback boxes, and user activity and usability tests.
  • 6.5.3.2 - Solicit post-sale customer feedback on ad effectiveness (11239) - Assessing the influence of advertisements on purchasing behavior. Use techniques such as surveys and product recognition tests, questionnaires or feedback flyers, and toll-free numbers in order to encourage customer interaction after the sale.
  • 6.5.3.3 - Solicit customer feedback on cross-channel experience (20117) - Engaging with the customer to understand their cross-channel experience. Find out what channels were effective and what areas need improvement.
  • 6.5.3.4 - Analyze product and service satisfaction data and identify improvement opportunities (11240) - Assessing the information collected on customer satisfaction levels with products/services in order to determine areas for improvement. Examine the data and information extracted from the customer feedback and reviews to measure the satisfaction levels of the customers. Identify opportunities that could enhance the customer satisfaction levels and the overall customer service strategy.
  • 6.5.3.5 - Provide feedback and insights to appropriate teams (product design/development, marketing, manufacturing) (11241) - Providing feedback from customers on products/services to the product management team. Analyze information collected through Gather and solicit post-sale customer feedback on products/services [11238]. Share with the product management team for consideration while improving existing offerings or developing new products/services.