Customer Satisfaction Scale

What it measures

A brief, widely used measure of overall customer satisfaction with a product, service, or consumption experience. Based on Oliver's disconfirmation paradigm — satisfaction arises when actual performance meets or exceeds expectations. Three-item versions capture overall evaluation, choice satisfaction, and decision satisfaction.

Representative items

• I am satisfied with my decision to buy from this company.
• My choice to buy from this company was a wise one.
• I think I did the right thing by buying from this company.

Citation

Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.