Customer Satisfaction Gap

Do your customers get the experience they expect?

Description

Measurement of performance according to expectations. The usual measures of customer satisfaction involve a survey using a Likert scale. The customer is asked to evaluate each statement in terms of their perceptions and expectations of the performance of the product or service being measured.


Measurement of performance according to expectations. The usual measures of customer satisfaction involve a survey using a Likert scale. The customer is asked to evaluate each statement in terms of their perceptions and expectations of the performance of the product or service being measured.


Sources: Wikipedia

Motivation

Can you close or narrow the gap from what the customer expects to what the customer gets by using your product? Work with customers.

Trend chart

Metric Trend Chart

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What Measurements are used in each Metric

A Formula to calculate the Metric values

A Chart showing the last/current Metric value

Metric categorization

How is Metric tied to the Key Result of the OKR methodology

Goal/Objective examples

Relationships to other Metrics

Extended description

Examples

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