Customer satisfaction is the degree to which the perceived performance or efficiency of a product matches a buyer’s pre-purchase expectations. It is a key indicator of the success of marketing efforts and a primary driver of loyalty.
If the product’s performance falls below expectations, the customer is Dissatisfied. If the performance meets expectations, the customer is Satisfied. If the performance exceeds expectations, the customer is Delighted, which creates high loyalty and a positive opinion of the brand.
