Key performance question this indicator helps to answer
How well are we satisfying our customers?
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 ...