Over-time variation in individual’s customer satisfaction scores

John Dawes, Lara Stocchi, Francesca Dall’Olmo-Riley

Customer satisfaction is a commonly used business performance metric. Despite the widespread use of satisfaction surveys, little is known about how stable individual’s satisfaction scores are.

Shopper research & insight
Furniture & furnishings retail
Customer relationship management
Germany
Psychometric research
Survey & questionnaire design
Market research quality standards

Corresponding author:

John Dawes, Ehrenberg-Bass Institute, 70 North Terrace, Adelaide, SA 5001, Australia. Email: John.Dawes@marketingscience.info

Introduction

Customer satisfaction is seen as an important business performance measure. It is one of the most frequently collected indicators of customer perceptions (Farris et al., 2016, p. 40). Satisfaction scores are used to reinforce the idea that customers

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