“顾客满意是指顾客对其明示的、通常隐含的或必须履行的需求或期望已被满足的程度的感受。”满意度是顾客满足情况的反馈。它是对产品或者服务性能,以及产品或者服务本身的评价;顾客满意同样也是一个变动的目标,只有对不同的顾客群体的满意度因素非常了解,才有可能实现100%的顾客满意,保持顾客的长期满意度有助于客户关系的建立,并最终提高企业的长期赢利能 Customer Satisfaction refers to the extent to which customers perceive that the needs or expectations that are explicitly, usually implied or must be fulfilled have been satisfied. "Satisfaction is a feedback of customer satisfaction. It is the product or service performance, as well as the evaluation of the product or service itself; customer satisfaction is also a change in the target, only the satisfaction of different customer groups have a very good understanding of factors, it is possible to achieve 100% customer satisfaction, customer retention Long-term satisfaction contributes to the establishment of customer relationships and, ultimately, long-term profitability of the business