What Is the Importance of Customer Satisfaction?

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  • Written By: V. Sinnaeve
  • Edited By: A. Joseph
  • Last Modified Date: 05 October 2019
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The importance of customer satisfaction is that it maintains client loyalty through exceptional customer service, which, in turn, can lead to growth in market share and profitability. Customer satisfaction also generates a positive company image. Clients who are pleased by positive employee attitudes and efforts will keep coming back and likely will inform others of their positive experiences. Overall, perhaps the greatest importance of customer satisfaction is that it can make someone's day to receive exceptional customer service.

Client loyalty is essential for business growth, but it cannot exist without customer satisfaction. When customers know that they are getting their money's worth for a company's products or services, they are likely to come back, especially if they have had a good experience with the company's employees. Loyal customers are likely to spend more money, which can increase the company's market share and profitability, so maintaining client loyalty is an example of how important customer satisfaction is.

A positive company image is another example of the importance of customer satisfaction. Satisfied customers will refer their friends and family members to businesses where they have received exceptional customer service. As a business grows in popularity, it will be better able to compete in its market.


Competitive advantage helps guarantee more business and, in turn, more profit. Profit is not simply for employee gain. It is necessary for business sustainability and growth, so customers will be able to keep coming back for more. Hence customer satisfaction is very important because it can keep business booming.

Increasing customer satisfaction through exceptional customer service might be as easy as repeating a customer's order back to him or her to ensure it is correct. Employees also are encouraged to smile with every business transaction or customer encounter, because a positive demeanor signifies a positive attitude, and a positive attitude in many cases means excellent customer service and can result in customer satisfaction. People who are very serious about the importance of customer satisfaction will make extra effort and employ smart customer service business strategies, such as telling customers about special deals or explaining to them how their orders can be customized to fit their specific needs. Supervisors and managers will often be ready with unique methods to increase customer satisfaction, and it is important that they encourage their team to employ exceptional customer service to ensure client loyalty and help the business grow.


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