How to calculate the satisfaction rate?

The formula is: customer satisfaction rate = number of satisfied customers/total customers * 100%.

This index is suitable for a single simple index of customer satisfaction measurement.

The comprehensive satisfaction rate is the satisfaction rate of each sub-item multiplied by the weight of each sub-item (that is, importance) and then divided by the sum of the weights of each sub-item.

It is also the percentage of people who are satisfied with the service and the total number of people who receive the service.

Customer satisfaction is determined by comparing the actual situation of products perceived by buyers with the expectations of buyers. If the actual condition of the product is not as good as the customer's expectation, the buyer is not satisfied; If the actual situation is as expected, the buyer is satisfied; If the actual situation exceeds expectations, the buyer is very satisfied.

Customer's expectation depends on past purchasing experience, friends' opinions and the information and commitment of marketers and competitors.

Note: 1: Customer complaints are the most common manifestation of low satisfaction, but the absence of complaints does not necessarily mean customer satisfaction.

2. Even if the specified customer requirements meet the customer's wishes and are met, it does not necessarily ensure customer satisfaction.

Extended data:

TCSI satisfaction research model

The satisfaction research model of Sony market research (DMB research) studies and analyzes the level and factors of enterprises or products, and further studies the overall satisfaction and the factors affecting satisfaction. Objectively understand and understand the health satisfaction of all links. For enterprises to better judge the satisfaction of each link.

In this model, the process of consumer experience is divided into three parts-brand impression, expected quality, perceived quality and perceived value are the prerequisite variables of satisfaction and the reasons that affect satisfaction; User complaints and loyalty are the result variables of satisfaction. Improving satisfaction can reduce complaints and improve loyalty.

From the perspective of "perceived quality" in the past, the evaluation index system is put forward, but different users' brand impression, quality expectation and price sensitivity are different, and these factors will have an impact on users' final satisfaction. TCSI model systematically considers the causal relationship between these factors from the process of consumer experience, and can measure user satisfaction more comprehensively and accurately.

TCSI is a structural equation model, which includes very professional statistical techniques such as path analysis, factor analysis and multiple regression analysis, and requires very professional statistical analysis software, such as AMOS and PLS-GRAPH. At the same time, researchers must have enough project experience to make a correct interpretation of TCSI analysis data.

References:

Encyclopedia of satisfaction