Customer Satisfaction Scores Research Articles

A Bayesian based approach for analyzing customer’s online sales data to identify weights of product attributes

E-commerce websites include large volume of online customer data regarding customer preferences. This study puts forward a novel Bayesian methodology to estimate the impact of product attributes on customer satisfaction by analyzing online data, so that product designers and market researchers are facilitated in their decision making processes. This method proves that valuable information on customer insights can be provided even if we have only data of overall customer satisfaction score and product attribute characteristics. The unknown data are acquired via statistical methods such that non-parametric density estimation is utilized to estimate distributions of satisfaction scores of product attributes. The impacts of product attributes on customer satisfaction are considered as weights of mixture kernel distributions and posterior distributions of weights are simulated with Markov Chain Monte Carlo method. The applicability of the proposed methodology is demonstrated by a case study, in which online data of mobile phone market are analyzed.

An End-To-End Pipeline for Fully Automatic Morphological Quantification of Mouse Brain Structures From MRI Imagery.

Segmentation of mouse brain magnetic resonance images (MRI) based on anatomical and/or functional features is an important step towards morphogenetic brain structure characterization of murine models in neurobiological studies. State-of-the-art image segmentation methods register image volumes to standard presegmented templates or well-characterized highly detailed image atlases. Performance of these methods depends critically on the quality of skull-stripping, which is the digital removal of tissue signal exterior to the brain. This is, however, tedious to do manually and challenging to automate. Registration-based segmentation, in addition, performs poorly on small structures, low resolution images, weak signals, or faint boundaries, intrinsic to in vivo MRI scans. To address these issues, we developed an automated end-to-end pipeline called DeepBrainIPP (deep learning-based brain image processing pipeline) for 1) isolating brain volumes by stripping skull and tissue from T2w MRI images using an improved deep learning-based skull-stripping and data augmentation strategy, which enables segmentation of large brain regions by atlas or template registration, and 2) address segmentation of small brain structures, such as the paraflocculus, a small lobule of the cerebellum, for which DeepBrainIPP performs direct segmentation with a dedicated model, producing results superior to the skull-stripping/atlas-registration paradigm. We demonstrate our approach on data from both in vivo and ex vivo samples, using an in-house dataset of 172 images, expanded to 4,040 samples through data augmentation. Our skull stripping model produced an average Dice score of 0.96 and residual volume of 2.18%. This facilitated automatic registration of the skull-stripped brain to an atlas yielding an average cross-correlation of 0.98. For small brain structures, direct segmentation yielded an average Dice score of 0.89 and 5.32% residual volume error, well below the tolerance threshold for phenotype detection. Full pipeline execution is provided to non-expert users via a Web-based interface, which exposes analysis parameters, and is powered by a service that manages job submission, monitors job status and provides job history. Usability, reliability, and user experience of DeepBrainIPP was measured using the Customer Satisfaction Score (CSAT) and a modified PYTHEIA Scale, with a rating of excellent. DeepBrainIPP code, documentation and network weights are freely available to the research community.

Approaches to ensure comparability of the results of assessment of customer Loyalty to a Pharmacy

When assessing complex indicators, the problem of comparability of the results often arises. This fully applies to determining the customer pharmacy loyalty. The aim of the research was to determine approaches to ensure comparability of the results of assessing customer pharmacy loyalty and to determine the range of loyalty. The following NPS methods were used to assess customer loyalty to a pharmacy: customer satisfaction, customer segmentation, and Servqual method. In order to collect primary information, a survey of pharmacy clients was conducted using the method of standardized f2f interviews, where 256 respondents were interviewed. To conduct a study of customer loyalty to a pharmacy, a questionnaire was developed to assess the types of loyalty and another questionnaire to determine loyalty based on an assessment of the quality of service. The questions presented in the questionnaire made it possible to take into account the specifics of pharmaceutical activities. The conditions were determined to ensure the comparability of the results obtained, which included the choice of a single scale in points for the survey and the determination of a single base for calculating relative indicators. Application of the Servquаl method showed that 16.5% of the total number of respondents can be considered loyal; the NPS value was 20%; according to customer satisfaction scores, 24% of fully satisfied customers can be considered loyal. Taking into account the selected research methods, customer loyalty ranges from 16.5% to 24%. Thus, the possibility and feasibility of using a set of methods for assessing customer loyalty to a pharmacy is shown, which makes it possible to obtain comparable results and assess loyalty range.

P 67 Satisfaction with and reliability of in-hospital video-electroencephalography monitoring systems in epilepsy diagnosis among German epilepsy centers

Introduction: Video-electroencephalography monitoring (VEM) is the current gold standard for in-hospital epilepsy diagnosis as well as for the diagnostics of many other paroxysmal and recurrent neurological symptoms. Consequently, high-performance VEM systems (VEMS) have become indispensable for performing modern in-hospital differential and presurgical epilepsy diagnostics. As a central diagnostic tool and interface between technology and doctors, VEMS also represent a relevant safety factor in inpatient diagnostics. Recently, complaints about malfunctions of VEMS have been reported repeatedly, some of which hinder the clinical diagnosis of epilepsy patients. Therefore, we investigated the reliability of, customer satisfaction with and potential for improvement of the VEMS used in German epilepsy centres. Materials and Methods: Between December 2020 and January 2021, a survey was conducted among German epilepsy centres. Using a short questionnaire including established business to customer metrics, such as the Net Promoter Score, the Customer Satisfaction Score, the Customer Effort Score and the Things Gone Wrong Metric, the reliability, customer satisfaction and potential for general or specific improvements of VEMS were accessed without aiming to compare individual manufacturers or systems in detail. Results: A total of 16 of 27 contacted epilepsy centres (59%) participated in the survey. Customer satisfaction with VEMS was low with only 13 % of clients that would actively recommend their system to other clinicians or epileptologists. Only 50 % of users were satisfied with the overall performance of their VEMS, and only 18 % were satisfied with the manufacturer's after-sales service. Major software or hardware problems were reported in the diagnostic of approximately every 10th patient. Common problem areas mentioned were the VEMS user interface, the stability of software, a shortage of regular updates and a lack of customer-oriented improvements. The greatest potential for improvement was found in software and hardware stability as well as in customer service. Conclusion: As far as it can reasonably be assessed from this German multicenter survey, the level of satisfaction among German epilepsy centres regarding their VEMS is soberingly low. This unsatisfaction seems to be mainly based on frequent and sometimes serious malfunctions of hardware and software on the one hand and a subjective dissatisfaction with the manufacturer’s aftermarket customer service on the other hand. The fact that on average the diagnosis of every 10th patient is hampered by hardware or software problems should be an alarming sign, regardless of the general satisfaction with VEMS. Besides the obvious potential for improvement, there is an urgent need for national and international functional and safety standards for VEMS.

Interior Environment Design Method for Positive Mental Health in Lockdown Times: Color, Textures, Objects, Furniture and Equipment

In March 2020, the World Health Organization declared the outbreak of a COVID-19 pandemic accompanied by a series of mass lockdowns. Some of the consequences of these lockdowns were (1) psychological problems, (2) development of simultaneous activities in spaces not prepared for it, and (3) indoor spaces that generate negative emotions in people. To improve people’s mental health during times of lockdown, this research proposes a methodology to design positive interior environments through color, texture, objects, furniture, and equipment. For this, 147 qualitative surveys were carried out, the structure of which is based on research methods and tools inherited from marketing discipline (Likert Scale and Customer Satisfaction Score). Several operative graphs were created to make decisions on the design of interior environments. To avoid some of the problems caused by indoor environments during lockdowns it is recommended that users return to paying attention to the design of the interior spaces of their homes. Note that there is no standard solution to this problem, but a method to design interior environments based on people’s positive mental health such as the one presented here can help. The trends found in this work open a field of exploration towards the improvement of interior spaces through neutral colors, natural materials (cotton and wood) and objects with which emotional relationships are created, either with the objects (collections) or because they allow you to connect with other people (technology). It is considered necessary to continue with the research by expanding the sample to incorporate into the analysis the most vulnerable sectors of population during COVID-19 lockdowns.

Factors that Determine Customer Experience: The Case of Digital Banking Services in Honduras

Purpose: The purpose of this research is to analyze the determinants of customer experience of digital banking services and its impact on customer satisfaction, loyalty and net promoter score. Methodology: A measurement scale with 37 items was applied to a sample of 734 customers. For the analysis of the results, multivariate techniques such as: correlation analysis, structural equation modeling and 1-factor ANOVA were used to test the research hypotheses Findings: There is a positive relationship between customer experience, satisfaction and loyalty, but these relationships do not support the net promoter score. Originality/Value: Customer experience is critical for companies to extend their life cycle and thereby maximize their revenue and competitiveness in the marketplace. A poor customer experience leads to negative organizational outcomes and sometimes to eminent bankruptcy.

Customer satisfaction – dilemma of comparing multiple scale scores

Most businesses use customer satisfaction scores. It is difficult to compare scores obtained on one scale with another. For instance, if an organisation is rated 4 on a 5-point scale and another organisation is rated 3 on a 4-point scale, should they be considered equal or different? If the approximation is applied, e.g. considering a score of 8 on a 10-point scale as 80% on a percentage scale, it can be incorrect. This study suggests a mechanism by which customer satisfaction responses from one scale can be converted to an estimated response on another scale. Ten satisfaction scales of varying length are compared by collecting responses from over 400 participants. Data are analysed using correlation and polynomial regression methods. Methodology and matrix to convert scores are prescribed. Merits and demerits of different scales are presented. It is observed that the 10-point ordinal scale is more suitable for the measurement of satisfaction and for inter-scale conversion. A percentage scale is also a good option for this purpose. Scales of less than 7-point length are not proved good from a score conversion perspective. The study will help individuals, organisations, and business analytics companies analyse customer satisfaction data measured on multiple scales.

ՍՈՑԻԱԼԱԿԱՆ ՑԱՆՑԵՐԻ ԱԶԴԵՑՈՒԹՅՈՒՆԸ ՀՀ-ՈՒՄ ՄԱՐԴԿԱՆՑ ԿՅԱՆՔԻ ԵՎ ՏՆՏԵՍԱԿԱՆ ՈՐՈՇՈՒՄՆԵՐԻ ՎՐԱ/THE IMPACT OF SOCIAL NETWORKS ON THE LIFE of RA CITIZENS AND ECONOMIC DECISIONS/ВЛИЯНИЕ СОЦИАЛЬНЫХ СЕТЕЙ НА НАШУ ЖИЗНЬ И ЭКОНОМИЧЕСКИЕ РЕШЕНИЯ

In recent years, the use of social networks has become widespread in Armenia. In 2021, 2․02 million people use the Internet in the Republic of Armenia (68․2% of the population). In Armenia, 1.8 million people are active users of social networks (60.7% of the population). To find out for what purposes, how often Armenians use social networks, what impact they have on people's lives and economic decisions, a sociological survey was conducted using the Internet in the article. According to the survey results, social networks play a significant role in people's lives. Many people spend several hours a day on social media to chat with friends, get information, or for work or other purposes. Most users use social media over the phone and, according to the majority, social media both helps and bothers them. Half of the participants considered their dependence on social networks average, and 66% noted that if they wanted to, they could delete their accounts from social networks forever. According to the survey results, the Customer Satisfaction Score of participants with social networks was only 56%, and the Net Promoter Score was (-42)%. Despite the advantages of social networks, they have many disadvantages, so people are both "happy" and "unhappy" with social networks. To conclude, one should take into account the safety rules on social networks, work on time management in terms oftime spent on social networks, and try to use only the positive aspects of them.

Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria

Aim: Information and Communication Technologies (ICTs) brought significant innovation and improvement to library services and methods of meeting user needs. Assessment of user satisfaction with the various library services is an important variable toward inclusive library management and marketing of library services in the 21st century. With the application of ICTs bringing about different resources and various accessibility modes (print and online), it became necessary to investigate user satisfaction with various available library resources and services. Methods: The study addressed user satisfaction using adapted customer satisfaction scores (CSAT) metric with Rodski Survey to elicit information from 560 respondents that visited the library within the space of one week. The questionnaire was given to the respondents during their library visit twice daily for one week and the process excluded those that have filled the questionnaire before. Results: The data collected were analysed using descriptive statistics. The findings revealed the level of user satisfaction to be average. It was also discovered that the resources in the library did not meet their information needs as the majority responded that the resources are inadequate and the overall assessment of their interaction with librarians is excellent despite the inadequate resources. Conclusion: Based on the findings, recommendations were made to create a holistic marketing strategy to improve usability of the library, to acquire more resources and funding to meet user expectations, and to address the need for adequate management of library resources.

Exploring customer satisfaction in Great Britain's retail energy sector part III: A proposed Overall Customer Satisfaction score

An Overall Customer Satisfaction (OCS) score is proposed, to summarise information about suppliers' performance and thereby enable customers to engage more effectively in the market. It is the average of ratings published by Ofgem, the Consumers’ Association (Which?), Citizens Advice and consumer review site Trustpilot. The index is calculated for over 30 energy suppliers from 2018 to 2021. Medium suppliers score highest, but Large suppliers markedly improved, albeit from a low level. Small suppliers have more variable scores. Suppliers scoring less than 60 have not survived. Medium suppliers with high OCS scores have been offering lower rather than higher tariffs.

MARKETING TECHNOLOGIES OF CONSUMERS SEGMENTATION OF RESORT AND RECREATIONAL SERVICE

Background. Using marketing technologies to segment consumers is a key resource for actively and quickly responding to consumer needs. Segmentation allows to identify differences in the response of consumers to services, implement the targeted marketing principles, develop a range of services in accordance with the consumers needs. The aim of the paper is to studydevelopment of methodological foundations of mar­keting technologies for consumers segmentation, taking into account the key features of resort and recreational services, which ensure scientific approaches development to consu­mer segments assessment and allows proactively adjusting the offer of resort and recrea­tion­nal services, especially during periods of seasonal fluctuations. Materials and methods. The theoretical and methodological basis of the article are the results of theoretical and applied research of Ukrainian and foreign scientists on consumer segmentation. The behavioral method was used to analyze consumer behavior and needs. Special methods for ratings, sample observations, comparative analysis, grou­ping based on the use of general and special Google Analytic software, CoSchedule were used. Results. The problem of effective segmentation of consumers of resort and recrea­tional services is very important in a situation of aggravated competition for the consumer, since the definition of target segments is the basis for the formation of effective and targeted marketing activities. The expediency of using the VALS model has been proven. The VALS model is proposed to be improved by adding a stage that allows to determine the level of customer satisfaction with resort services based on the CSAT Composite Customer Satisfaction Score method. This method allows to determine the compliance of the received services with the expectations of consumers and to identify the level of service processes. The driver of the effective impact of marketing communications on consumer segments is digitalization. This is manifested in the creation of an immersive environment for a resort and recreation enterprise. This is due to the fact that immersive environment simulators offer a personalized and efficient mechanism for introducing consumers to the spa and recreational service through visualization. Conclusion. The use of marketing technologies for consumers segmentation of resort and recreational services is influenced by the digitalization of marketing activities and leads to new methods of collecting and analyzing data for segmentation. These methods allow to accumulate quickly information about consumers in the digital space for segmentation and proactive interaction with target audiences, as well as reduce time it takes for a new service to enter the market. In the context of digitalization, further research to conduct marketing technologies for segmentation of consumers of resort and recreational services should deve­lop the priority of using digital sources of dynamic information about consumer character­ristics in a virtual environment; determine the features of the combination of static (offline consumer features) and dynamic (online consumer features) segmentation features. Keywords: segmentation, marketing technologies, digitalization, immersive envi­ron­ment, consumer, resort and recreational service

Taxonomy and model for valuing the contribution of digital water meters to sustainability objectives

Water security is an issue across the world as communities face ageing infrastructure, population increases and climate change. The application of digital water metering (DWM) to properties has had a demonstrable impact on water savings at the property and network levels, on efficiencies within water utilities, as well as on improvements to customer satisfaction scores. Gathering and processing near-real-time water usage data is very important for both end-users and utilities, as well as demand and supply management planning. The potential contribution of DWM to the three pillars of water sustainability (environmental, economic development and social equity) is often overlooked. In Australia and other jurisdictions water utilities are facing up to the challenge of climate change. However, business cases promoting DWM are often unsuccessful because the benefit side falls short of the cost side. This study sought to identify possible DWM benefits not previously considered through an extensive review of academic and industry literature, and then to view those benefits through the lens of sustainability. The 77 identified benefits of DWM were catalogued and a taxonomy was created. The study elicited the opinions of experts, before quantifying them, thus identifying two distinct contexts of benefit value; subsequently, it surveyed the views of customers and developed a stochastic model of benefit value. The model, named DWM360, was applied to the project data of a large metropolitan water utility in Australia to model their DWM proposal for cost savings, contribution to sustainability and uplift in customer satisfaction. This paper presents a novel focus on how the benefits of DWM assist water sustainability. It considers differing social norms that impact consumer acceptance of changes in metering and water charges. The study will be of interest to researchers as well as practitioners looking to identify sustainability aspects of DWM.

Customer complaints monitoring with customer review data analytics: An integrated method of sentiment and statistical process control analyses

This study presents a data-driven method to monitor customer complaints for efficient service quality management. Recognising the value of customer reviews as a pool of 'voice of the customer', we propose an integrated method of sentiment and statistical process control analyses. The use of customer review data for statistical process control analysis extends the scope of research and application from the supplier perspective to customer-centric service quality management. The sentiment analysis enables systematic identification of a customer satisfaction score from customer review data while the statistical process control chart analysis allows early detection of significant customer complaints and prevents service failures. The integration of two analyses makes it possible to monitor customer complaints at acceptable time and cost. We applied and validated the proposed method using a mobile game service, offering a guideline for its implementation and customisation. The proposed method is expected to be used as an effective tool for customer complaints monitoring over time, which enables responsive and preventive quality management.

A Hybrid Virtual Fracture Clinic is Safe and Efficacious in the COVID-19 Era: Stay at Home and Save Lives.

IntroductionThe coronavirus disease 2019 (COVID-19) pandemic necessitated a change in the manner outpatient fracture clinics are conducted due to the need to reduce footfall in hospitals. While studies regarding virtual fracture clinics have shown these to be useful and effective, they focus exclusively on remote consultations. However, our service was bespoke to the patient - either a face-to-face, a telephone consultation or both, depending on patient need - a ‘hybrid virtual fracture clinic' (HVFC). We report patient satisfaction and outcomes with this service from the first wave of the pandemic.MethodsWe retrospectively interviewed patients who availed of the HVFC service at our institution during the first two weeks of national lockdown in England from March 23 to April 5, 2020. The number and type of consultations, patient vulnerability to COVID-19, and type of management (surgical vs non-surgical) were among the factors taken into consideration. Patient experience was assessed using the Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSS) on a scale of 0-10. Patient-reported outcomes were assessed using the EuroQol-5D-5L score (including EQ Visual Analogue Scale {EQ-VAS} scoring on a scale of 0-100).ResultsThe mean overall NPS, CES, and CSS for the service were 7.32, 7.24, and 7.49, respectively. The mean self-reported EQ-VAS rating was 77.5. Of 442 consultations, 246 were conducted virtually; 10% were face-to-face, 29% virtual, and 61% were hybrid consultations.The HVFC resulted in a 55.65% reduction in footfall. Statistical analysis showed no significant difference across any outcome measure when compared between hybrid, virtual, and face-to-face consultations. Patients vulnerable to COVID-19 and those who did not require surgery tended to report better overall scores.ConclusionOur study indicates that the HVFC format can reduce patient footfall significantly (>50%) while providing effective and satisfactory outpatient care. There appears to be no difference in patient-reported outcomes between face-to-face consultations and hybrid or virtual consultations. Patients would recommend HVFC to family and friends, found it was easy to use, and reported good satisfaction with the service.

The effect of CRM on employee performance in banking industry

The relationship between the organization and its clients is the life of every enterprise, whether it is a multinational corporation of several billion employees and a multi-million-deposit business or sole traders with a handful of daily customers. The relationship between the organization and its traditions is the key concern. Between these two cases, consumer relationship management (CRM) is the same in theory and may differ significantly. Both the company and consumers have some factors to meet, such as the desires and expectations of all sides, before forming a contract. We need to earn a profit to succeed and to improve clients expect excellent support, better goods and reasonable pricing. The implementation of a CRM program will impact consumer service and customer knowledge for various purposes. Likewise, adopting a CRM strategy would definitely affect consumer loyalty and awareness. CRM guarantees that consumers are happy and strengthens ties between the company and its clients. Such practices improve the partnership between customers and sales representatives. The study carried out the quantitative approach in the delivery of the questionnaire to more than 100 bank customers. In concise and inferential statistics, the data were handled using the SPSS statistical method. Data indicates that the strong relationship between consumer loyalty and customer happiness of CRM technologies occurs and the stronger the overall customer satisfaction score, the larger the volume of CRM technology deployed.

The complex firm financial effects of customer satisfaction improvements

It has been widely assumed that increases in customer satisfaction have continuous financial benefits for firms. However, recent meta-analysis results and anecdotal evidence suggest substantial variability in satisfaction-performance effects. We propose and investigate three explanations for this variability: (1) changing trade-offs of financial benefits vis-à-vis costs along the satisfaction continuum, (2) varying stickiness of benefits and costs over time, and (3) contextual effects related to a firm’s marketing strategic situation. For our empirical investigation, we used customer satisfaction scores and financial data for around 100 U.S. firms over a 15-year period. The results show that revenues and savings in marketing and acquisition costs can accelerate at high satisfaction levels. However, for many firms, operating costs and capital investments also accelerate, and shareholder returns for satisfaction improvements can become negative. Tests over different assessment horizons show that operating cost increases are sticky while top line benefits fade. Finally, firm strategy, offering customization, potential of customer word of mouth, and competitive innovation pressure determine the satisfaction payoffs. Our study will help managers to predict more accurately than before the financial effects of their customer-directed investment decisions.

Do Customer Satisfaction Scores Link to Business Revenue Over Time?

This study examines whether changes in customer satisfaction scores, derived from the American Customer Satisfaction Index (www.acsi.org), are associated with changes in business revenue. The study analyses firms or brands in nine industries. For most of those industries, the study uses data for the period 2005-2019; for cars the data covers 2002-2016. The analysis is simple and transparent: I create year-on-year differences in firm satisfaction, and year-on-year differences in firm revenue, and calculate the correlation between the two. In the case of cars, revenue by brand is not available, therefore I use US market share data sourced from Knoema.com.

QFD-Based Product Design for Multisegment Markets: A Fuzzy Chance-Constrained Programming Approach

Modern companies are moving rapidly toward more customer-oriented approaches for new product design and development. In real-world applications, customer requirements are more diverse and rather heterogeneous in practice, which requires the targeted market to be multisegmented. In this article, employing the quality function deployment (QFD) and assuming that parameter uncertainty exists, we propose a new fuzzy QFD model for use in multisegment markets, to search for optimal engineering characteristics by maximizing the overall customer satisfaction score. Under that framework, and when the credibility measure is employed, we adopt a fuzzy chance-constrained programming setting to convert the fuzzy model into its crisp counterpart. Afterwards, an analytical method based on fuzzy operational law is proposed to further transform the chance-constrained programming into an equivalent explicit model that can be solved directly by a standard commercial software. For a targeted group of customers, a new yoghurt design is presented to illustrate the effectiveness and superiority of our treatment. We report that our methodology not only permits the selection of the preferred solution based on an acceptable level of risk, which is very important in practice, but also guarantees higher customer satisfaction scores. This fact extends the fuzzy QFD methodology to a wider range of applications.

Customer satisfaction and the cost of capital

Using a sample of U.S. firms from 1995 through 2015 and the customer satisfaction scores from the American Customer Satisfaction Index, we find strong evidence that firms with higher customer satisfaction scores enjoy lower cost of equity capital, even after controlling for other factors that determine the cost of equity. In addition, results from a propensity score matched sample analysis, a difference-in-differences analysis, and instrumental variable regressions suggest that our findings are robust to accounting for endogeneity. We also document that customer satisfaction is positively related to investor recognition and financial report quality. The effect of customer satisfaction on the cost of equity increases with the level of information asymmetry, consistent with customer satisfaction mitigating information asymmetry. Overall, our findings suggest that customer satisfaction lowers a firm’s risk and significantly attenuates its financing costs.

Over-time variation in individual’s customer satisfaction scores

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. If individual’s scores show instability, this has implications for market research design and managerial actions. To investigate the stability of satisfaction scores, this study uses data from a two-wave satisfaction survey in which the same respondents were interviewed 6 weeks apart. The respondents had no recorded purchase with the retailer between survey waves. The main finding is that only 49% of respondents give exactly the same satisfaction score on a 1–7 scale when re-surveyed. After aggregating the results into three simple categories of dissatisfied, neutral to somewhat satisfied, and satisfied, the proportions who stay in the same category from one survey to the next are 44%, 57%, and 82%, respectively, despite the overall average score for the sample staying the same. The changes in scores are a manifestation of regression to the mean, whereby those who give a low or a high score the first time tend to regress up or down toward the overall average score the next time. The main management implications are (1) interventions aimed at low or high-satisfaction customer groups need to take regression to the mean into account; (2) attempts to relate individual’s satisfaction scores to future behavior (e.g., loyalty, brand switching) should use scores averaged over two surveys; and (3) the oft-quoted belief that dissatisfied customers will tell more people compared with satisfied customers is less tenable, given that low-satisfaction scores tend to regress upward more than high scores regress down.