ISES Director Caroline Lim said: “Satisfaction levels will fluctuate year to year, but company leadership should maintain a long-term outlook to progressively raise customer satisfaction.” A highly satisfied customer would have spent 23.3 per cent more at a departmental store over a one-year period than a less satisfied customer, pointed out Ms Lim. “This link between improved satisfaction and increased spending is compelling and worth tracking,” She said.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2014/so...