The measurement of satisfaction have always been elusive. Many application system have not caught onto measuring satisfaction except for gaming. This is because gaming rely heavily on affective feeling. It is good to see your in-game character or account showing positive health or satisfaction. How should the mainstream adopt such format to measure satisfaction? These are some of ideas to get the product owner thinking.
- Allow Satisfaction to be quantified and be calculated like Brand Value.
- Make it simple to configure for satisfaction measurement.
- Show clear display of satisfaction measures.
- Consider satisfaction for cultural and localisation.
- Let your CX (Customer Experience) team own the satisfaction index.
- Benchmark against your country Satisfaction Index e.g. Customer Satisfaction Index of Singapore (CSISG).
Danny Kwok 