I can’t say that I’m terribly satisfied with this definitionforsatisfaction, at least not in a business context. In some recent reading, the following simple definition struck a chord with me:
A customer’s satisfaction is the gap between what the customer expects and what she gets.
Service below her expectations makes her dissatisfied — and the greater the gap, the greater the dissatisfaction. Conversely, service above expectations makes her satisfied — and the greater the gap, the greater the satisfaction. It may seem obvious after reading it but only the most successful professional service firms really understand it.