Richard OliverSatisfaction, 1997
Satisfaction is the consumer's fulfilment response — the judgment that a product or service provided a pleasurable level of consumption-related fulfilment, driven by expectation confirmation.
Claes FornellACSI, 1994
A cumulative, national-index view of satisfaction linking customer evaluations to firm financial performance and economic health.
The EclipseFrontiers® LensSatisfaction is expectation arithmetic. Manage both sides of the equation.