Customer satisfaction

Customer satisfaction is customer’s positive perception of the degree to which the customer’s requirements have been fulfilled.

Definition

According to Juran's Quality Handbook by Defeo (7th edition),

Customer satisfaction. Customer’s positive perception of the degree to which the customer’s requirements have been fulfilled.

According to the Marketing Communications by Fill (5th edition),

Customer satisfaction. A position reached when the provision of goods or services meet or exceed a customer's pre-purchase expectations of quality and service.