Customer satisfaction
What Customer satisfaction means in Business GCSE, as defined for AQA.
Definitions of Customer satisfaction
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Check what you remember
Read the wording for your board, then hide it and explain Customer satisfaction in your own words. Rough notes are fine. This is a self-check, with no mark or grade.
Reference: AQA
The gap between what a customer expects and what they actually experience, so that a satisfied customer feels the purchase met their needs.
Affected by quality in procurement, alongside waste levels, production efficiency and brand reputation.
A business outcome that procurement and logistics affect, alongside costs, quality and reliability.
Topics that use Customer satisfaction
- Good customer services (AQA GCSE)
- The role of procurement (AQA GCSE)
Related terms
- Profit margin
- Analysing supplier choice in context
- Best value
- Brand reputation
- Brand reputation and repeat custom
- Buffer stock
- Business costs and benefits
- Business reputation
Using Customer satisfaction in the exam
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