Customer satisfaction research is that area of marketing research which focuses on customers' perceptions with their shopping or purchase experience.
Many firms are interested in understanding what their customers thought about their shopping or purchase experience, because finding new customers is generally more costly and difficult than servicing existing or repeat customers.
Many people are familiar with "business to customer" (B2C) or retail-level research, but there are also many "business to business" (B2B) or wholesale-level projects commissioned as well.
Famous quotes containing the words customer, satisfaction and/or research:
“The customer is the immediate jewel of our souls. Him we flatter, him we feast, compliment, vote for, and will not contradict.”
—Ralph Waldo Emerson (1803–1882)
“Desire is wakeful; satisfaction dozes.”
—Mason Cooley (b. 1927)
“Feeling that you have to be the perfect parent places a tremendous and completely unnecessary burden on you. If we’ve learned anything from the past half-century’s research on child development, it’s that children are remarkably resilient. You can make lots of mistakes and still wind up with great kids.”
—Lawrence Kutner (20th century)