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Despite the conventional wisdom that measuring customer satisfaction makes good business sense, there is a small but growing point of view that such measurements provide little or no actionable information to drive business outcomes.1 In contrast to that view, as we explain here, it is our position that companies should never stop measuring customer satisfaction, and instead they should take the necessary steps to ensure that measures of customer satisfaction are designed to provide the full benefit possible from such research.


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Russian language version available.

2010_Pingitore_русский_Making_customer_satisfaction.pdf (285 kB)
Зарабатывая на удовлетворенности клиента: взаимосвязь результатов исследований удовлетворенности с финансовыми результатами в гостиничном бизнесе