Customer Satisfaction Tracking involves the determination of the extent to which a company’s products or services satisfy the requirements of the customer.

The need to determine the customer satisfaction levels greatly depends on the competitive nature of the industry, but with increased competition generally, and in customer-focussed industries particularly, Customer Satisfaction Tracking is essential.

Customer Satisfaction Tracking is an outwardly focussed process driven by the customer’s view of your organisation, and the relative importance of various aspects of their experiences. The fundamental principle being the necessity to continuously listen to the voice of the customer and to use that voice to implement ongoing business process improvements.