Figure 218 Oct 2026From “What is customer satisfaction?”

A satisfaction reading record

Write down the expectation, the gap, whether quality could be judged, the outcome, the comparison and the revenue test before a score is used.

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Figure 2A satisfaction reading record

Source: Author's decision worksheet. The expectation and gap fields follow Anderson and Sullivan (1993), pp. 125 to 128 and 137 to 138; the judgement field follows Anderson and Sullivan (1993), pp. 139 and 141; the outcome field follows Anderson and Sullivan (1993), pp. 133 and 137; the comparison and revenue fields follow Keiningham et al. (2007), pp. 42 to 45 and 47. The fields are reader inputs; no company data is supplied.

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B CSAT-OWN-C2 A satisfaction score is read with one record: the expectation set, the gap below or above it, whether the customer could judge quality yet, whether the outcome is a stated intention or an observed renewal, the comparison, and whether the link to revenue has been tested in the firm's own accounts; illustrated with a hypothetical subscription software firm surveying administrators after quarterly releases, reading shortfalls apart from surpluses and checking renewal intentions against renewals before any revenue use; the account-level revenue test is the guide's application inside one firm of Keiningham et al.'s closing caution about testing measures before widespread adoption.Author worksheet grounded in AS93-C1, AS93-C3, AS93-C4, AS93-C5, KCAA07-C3 and KCAA07-C5

Grades: A, verified against the printed page of the primary source · B, primary source, text layer only · C, authoritative secondary · D, reported.

From the essay

Growth that compounds

What is customer satisfaction?

Customer satisfaction is a judgement of the quality received against the quality expected. In one large survey, shortfalls weighed more than surpluses.

18 Oct 2026

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APA 7

Isoglu, S. (2026). A satisfaction reading record [Figure]. isoglu.com. https://isoglu.com/insights/exhibits/isoglu-2026-what-is-customer-satisfaction-fig02/

BibTeX

@misc{isoglu-2026-what-is-customer-satisfaction-fig02,
  author = {Isoglu, Sinan},
  title = {{A satisfaction reading record}},
  year = {2026},
  howpublished = {Figure 2, isoglu.com},
  url = {https://isoglu.com/insights/exhibits/isoglu-2026-what-is-customer-satisfaction-fig02/},
  note = {From the essay {What is customer satisfaction?}}
}

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<figure>
  <a href="https://isoglu.com/insights/exhibits/isoglu-2026-what-is-customer-satisfaction-fig02/">
    <img src="https://isoglu.com/social/isoglu-2026-what-is-customer-satisfaction-fig02.png" alt="Figure 2: A satisfaction reading record" width="3200" height="2400">
  </a>
  <figcaption>Figure 2: A satisfaction reading record. Source: Author&#39;s decision worksheet. The expectation and gap fields follow Anderson and Sullivan (1993), pp. 125 to 128 and 137 to 138; the judgement field follows Anderson and Sullivan (1993), pp. 139 and 141; the outcome field follows Anderson and Sullivan (1993), pp. 133 and 137; the comparison and revenue fields follow Keiningham et al. (2007), pp. 42 to 45 and 47. The fields are reader inputs; no company data is supplied. <a href="https://isoglu.com/insights/exhibits/isoglu-2026-what-is-customer-satisfaction-fig02/">View exhibit</a>.</figcaption>
</figure>