VALUES and

SATISFACTION
CUSTOMER VALUE
(CUSTOMER PERCEIVED VALUE)
2 aspects of Values:
DESIRED VALUE
 What customers desire in a
product.
PERCEIVED VALUE
 customer's evaluation of the
benefits and costs of one
product when compared with
others.
 perceived benefit & perceived
cost.
COMPONENTS of PERCEIVED BENEFIT
1 FUNCTIONAL VALUE

2 SOCIAL VALUE

3 EMOTIONAL VALUE

4 EPISTEMIC VALUE

5 CONDITIONAL VALUE
COMPONENTS of PERCEIVED COST

MONETAR
Y

PSYCHIC
TIME
CUSTOMER
SATISFACTION
According to Sophia Bernazzani (2019),
Customer satisfaction (CSAT) is a metric used
to quantify the degree to which a customer is
happy with a product, service, or experience. This
metric is usually calculated by deploying a
customer satisfaction survey that asks on a five or
seven-point scale how a customer feels about a
support interaction, purchase, or overall customer
experience, with answers between "highly
unsatisfied" and "highly satisfied" to choose from.
 1
CSAT
helps you identify 2
unsatisfied customer
customers helps you identify
CSAT satisfied customers

4
3
helps you CSAT
CSAT
forecast and
work proactively drives your
inbound
methodology
 5
helps marketers attract
CSAT 6
is a selling point for
new leads CSAT sales teams

8
7
guides product CSAT
CSAT 9
updates improves customer
CSAT
leads to customer retention
advocacy
THANKS
FOR WATCHING