Exploring the Impact of Complaints and Word of Mouth Communication on Customer Satisfaction

Running head: CUSTOMER SATISFACTION
Customer Satisfaction
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1CUSTOMER SATISFACTION
Table of Contents
1. Introduction............................................................................................................................2
2. Aims and Objective................................................................................................................3
3. Methodology..........................................................................................................................3
3.1 Literature Review.............................................................................................................3
3.2 Qualitative and Quantitative data.....................................................................................4
References..................................................................................................................................5

2CUSTOMER SATISFACTION
1. Introduction
Customer satisfaction forms one of the most important aspects for the business
organizations as well as the companies (Hill & Brierley, 2017). The level of customer
satisfaction is held in very high esteem among the various companies as well as the business
organizations as it wields a considerable impact on the buying pattern and the behavior of the
customers (Chen, 2012). It is often seen that the two factors which wields a considerable
amount of “influence on the level of customer satisfaction” are the “customer complaints”
and the “word of mouth communication” which is often used by the various business
organizations as well as the companies for the resolution of the complaints (Hill & Brierley,
2017). It is significant to note that as per the data provided by the “Genesys Global Survey”
the various global companies as well as business organizations end up losing around $338.5
billion on yearly basis due to the lack of satisfaction level of the customers (Forbes Welcome,
2018). In addition to that, as per the data provided by the “The State of the American
Workplace” the various companies as well s business organizations can gain around 20% of
extra revenue if the needs of the customers are effectively taken care of by the various
companies and business organizations (Forbes Welcome, 2018). Therefore, it can be said that
customer satisfaction forms an important area for the various business organizations as well
as companies and the tool often utilized for this particular purpose is the “word of mouth
communication” (Hill & Brierley, 2017).