Customer satisfaction has been defined as the state of mind that customers have about a company and its products or services when their expectations have been met or exceeded. This is state reflects the lifetime of the product or service experience.

Customer satisfaction usually leads to customer loyalty and product repurchase. But measuring satisfaction is not the same as measuring loyalty. Satisfaction measurement questions typically include items like:

1. Overall, how satisfied are you with (brand name)?
2. Would you recommend (brand name)?
3. Do you intend to repurchase (brand name)?

• Overall measures of customer satisfaction
• Affective measures of customer satisfaction
• Cognitve measures of customer satisfaction
• Behavioral measures of customer satisfaction
• Expectancy value measures of customer satisfaction