Ask the Expert

Results of customer engagement survey of emotionally satisfied customers

Has there been any research done on how respect (whether or not a customer feels they are treated with respect) and integrity (the customer's perception of a company's integrity) impact customer satisfaction and the customer experience? How do these factors compare with other factors that impact a customer's perception of a company?

    Requires Free Membership to View

You are referring to a customer's emotional engagement and satisfaction. There are multiple studies I have seen about the emotional engagement of a customer and its impact on a business. The best study I have seen is one published by the Gallup Group that compares the purchasing/spending patterns of credit card customers. Gallup found that unsatisfied customers and rationally satisfied customer spend the same amount of money. However, emotionally satisfied customers doubled their spending with the bank.

This was first published in December 2008

There are Comments. Add yours.

 
TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: