Gartner Research

How Much Customer Satisfaction Is Enough to Foster Loyalty and Differentiate Your Brand?

Published: 28 March 2019

ID: G00378502

Analyst(s): Augie Ray


Customer satisfaction is vital to promote loyalty, strengthen brand health and improve business results. Customer experience leaders must understand the relationship between satisfaction and key business outcomes to justify investments, set goals and establish proper CX strategy.

Table Of Contents
  • Key Challenges



  • Know Your Brand’s Customer Satisfaction Sweet Spot
  • Prioritize CX Efforts Based on Breadth and Depth of Customer Satisfaction
  • Set Goals Based on Your Brand’s Unique Relationship Between Customer Satisfaction and Business KPIs
  • Next Steps

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