Measuring Customer Satisfaction At University Of Ghana
Customer satisfaction may be described as the customer’s perception that his or her expectations
have been met or surpassed. This must be constantly assessed and measured to reveal any pitfalls
in service delivery and to enable businesses respond immediately with the most appropriate
corrective measures. This involves companies finding out what the customers want and using that
information to reduce the kinds of products and services that will keep them coming back. This
course is an introduction to the various modes of measuring customer satisfaction and the various
instruments that could be employed to achieve it.