I am making a compilation of models or instruments to measure customer service satisfaction, I have found some related to service quality management, for example, Servqual, and others more related to marketing such as the mystery shopper, surveys or inquiries of customer retention; but I would like you to provide me with suggestions or points of view. Thank you.
Survey research and analytics conducted in the sentiment analysis formula on data obtained from online discussion forums and social media portals on Big Data Analytics platforms.
Best regards,
Dariusz Prokopowicz
ServQual, ServPref --modified ones suitable to particular industry needed as instruments; standardised (based on reliability) survey questionnaires.
Customer Satisfaction Score (CSAT)
This is a scale of one to five that is used to gauge the satisfaction of customers within a given product or top. In this scale, customers rate their satisfaction from: a) very unsatisfied, 2) unsatisfied, 3) neutral, 4) satisfied, and 5) very satisfied. This is best used for short-term satisfaction assessment.
Net Promoter Score (NPS)
The NPS is best for long-term satisfaction, and as such, focused on customer loyalty. This is viewed as the most dependable tool to measure satisfaction of customers. This is based on a single question: assessing how likely the customer will be to recommend a given product or service to friends or colleagues. The response is measured on a scale of 0 to 10, where 0 is the least likelihood while 10 is the most likelihood
Customer effort Score (CES)
This is different from the CSAT and NPS in the sense that it doesn’t measure satisfaction directly. Instead, it is focused on measuring the efforts to the customer to go into certain interaction with the company. Thus, it is used by numerous companies to assess customer effectiveness with respect to their support function. In many cases, it is defined on the ground that customers who put higher level of interaction with the company will be more dissatisfied and vice versa.
Overall, there are many of them and I recommend more research in this direction.
Sir, you can search for an article and find it out for the research gap. It is possible to develop the conceptual model work.
The guidance/views/frameworks, etc. as per the following publications may further help:
- Cengiz, E. (2010) Measuring customer satisfaction: must or not, Journal of Naval Science and Engineering, 6, 2, pp. 76-88.
- Chan, L. K., Hui, Y. V., Lo, H. P., Tse, S. K., Tso, G. K. F. and Wu, M. L. (2003) Consumer satisfaction index: new practice and findings, European Journal of Marketing, 37, 5/6, pp. 872-909.
- Fornell, C. (1992) A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, 56, 1, pp. 6-21.
- Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J. and Bryant, B. E. (1996) The American customer satisfaction index: nature, purpose, and findings, Journal of Marketing, 60, 4, pp. 7-18.
- Giese, J. L. and Cote, J. A. (2000) Defining consumer satisfaction, Academy of marketing science review, 1, 1, pp. 1-22.
- Johnson, M. D. and Fornell, C. (1991) A framework for comparing customer satisfaction across individuals and product categories, Journal of Economic Psychology, 12, 2, pp. 267-286.
- Jones, T. O. and Sasser, W. E. (1995) Why satisfied customers defect, Harvard business review, 73, 6, pp. 88-99.
- Smith, A. K., Bolton, R. N. and Wagner, J. (1999) A model of customer satisfaction with service encounters involving failure and recovery, Journal of Marketing Research, 36, 3, pp. 356-372.
this article uses a 32 item instrument to measure the construct -- Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management.
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