Customer Satisfaction

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass consumer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customer, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.


The study starts with an Company’s profile and also the need for study, review of literature and objectives are set out for the study. Research methodology, Data analysis & Interpretation, Findings and Suggestions of the study follow.

One of the main areas of the project is the analysis part, where the data are analyzed & interpreted, to find out the Customer Satisfaction. Some of the tools used in Customer Satisfaction analysis are regarding to:

 Percentage Method.
 Chi-Square Method.

And then conclusions, limitations & scope for further study were discussed.

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