Unter dem Begriff «Kundenzufriedenheit» versteht man den Grad (in %) der Zufriedenheit von Kunden mit einem Produkt oder von einer Dienstleistung. Dabei vergleicht ein Kunde zwischen einem subjektivem IST und einem (gewünschten) SOLL. Werden die Erwartungen des Kunden erfüllt oder gar übertroffen werden, um so höher ist der erreichte Zufriedenheitsgrad.
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