In essence, customer satisfaction is measured by a survey made up of list
of statements. A customer is asked to evaluate each statement on a scale,
typically of 1 to 10. The customer's response reveals their level of satisfaction.
Obtaining a score for satisfaction alone isn't enough. You need to understand what you have to change in order to improve satisfaction. To do this, additional questions are used that either look at key areas of your service or ask users to leave comments which can be analysed for common themes later.
For example, a book shop owner might want to know how the cost, book range and service from staff impacts customer satisfaction. He or she would add relevant questions, such as, "How satisfied are you with the range of books?"
In order to measure customer satisfaction reliably, it's vital to survey your customers post transaction. Too often surveys are conducted before customers have had a chance to experience a business. If your customers don't know your business, how can they comment effectively upon it?