Figure 1.8: Measuring Customer Satisfaction and Profit Impact
Error: Sample Percent columns must add up to 100% before updating chart.
| CUSTOMER SATISFACTION INDEX | 80.00 |
| CUSTOMER SATISFACTION | Extremely Dissatisfied | Very Dissatisfied | Somewhat Dissatisfied | Neither | Somewhat Satisfied | Very Satisfied | Extremely Satisfied | TOTAL |
|---|---|---|---|---|---|---|---|---|
| Scale | 1 | 2 | 3 | 4 | 5 | 6 | 7 | |
| Percent | 100% | |||||||
| Number of Customers | 0 | 2 | 3 | 15 | 15 | 25 | 40 | 100 |
| Revenue by Customer | $4,255 | |||||||
| Percent Margin | 29.3% | |||||||
| Margin Per Customer | $250 | $250 | $250 | $300 | $625 | $1,500 | $1,800 | $1,246.25 |
| Customer Expense | $277.35 | |||||||
| Customer Profit | ($313) | ($280) | ($250) | ($90) | $150 | $1,300 | $1,620 | $968.90 |
| Revenue | $0 | $2,000 | $3,000 | $18,000 | $37,500 | $125,000 | $240,000 | $425,500 |
| Margin | $0 | $500 | $750 | $4,500 | $9,375 | $37,500 | $72,000 | $124,625 |
| Expense | $0 | $1,060 | $1,500 | $5,850 | $7,125 | $5,000 | $7,200 | $27,735 |
| Profit | $0 | ($560) | ($750) | ($1,350) | $2,250 | $32,500 | $64,800 | $96,890 |
Instruction: Click on any yellow input cells to experiment with how customer satisfaction impacts customer and company profits.