Learn in the textbookMarketing Fundamentals and Understanding Customers
DefinitionCustomer satisfaction (顧客満足, CS) is how satisfied customers feel when they compare the value they actually received with the expectations they had beforehand.
ExplanationSatisfaction depends on how the customer perceives things, so the same quality leaves customers with higher expectations less satisfied. Satisfied customers tend to buy again and recommend the company to others, and companies use satisfaction survey results to improve their products and services.
Memory hookCS stands for Customer Satisfaction. "Satisfaction" comes from the Latin satis (enough), so link it to whether expectations were met enough.