Analysis

The Client Satisfaction Survey (CSS) is used to collect data on customer satisfaction levels regarding the services or products provided by an organization or business. This survey helps in understanding customer perceptions, expectations, and needs, as well as identifying areas for improvement.

Objective

The main goal of the survey is to measure customer satisfaction, gain insights into their perceptions, expectations, and needs, and provide data-driven insights to improve products or services.

Calibration

The survey consists of various questions covering different aspects of customer experience. Customers respond using a Likert scale, typically ranging from 1 (Very Dissatisfied) to 5 (Very Satisfied).

References

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7-18.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Hennig-Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & Marketing, 14(8), 737-764.