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Customer satisfaction index

Strategic perspective

Customer perspective

Key performance question this indicator helps to answer

How well are we satisfying our customers?

Why is this indicator important?

Customer satisfaction is perhaps the most popular of all non-financial KPIs. For a commercial organisation it is generally perceived as the most indicative non-financial measure of future financial performance, the belief being that the more satisfied the customer, the more likely they are to remain loyal/repurchase, which in turn leads to financial success. Put another way, measuring customer satisfaction provides an indication of how successful the organisation is at providing products and/or services to the marketplace.

Moreover, repeated ...

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