Post-Complaint Company Satisfaction

What it measures

Three five-point Likert-type items measure the degree to which a consumer is satisfied with a company following a complaint episode. Items address the wisdom of the purchase decision, overall satisfaction post-complaint, and cumulative positive experience with the firm.

Response format

5-point Likert (stem: To what extent do you agree with the following statements?)

Scale items

• Overall, the purchase of the product from this company was a good decision.
• Overall, after the complaint, I was very satisfied with the company.
• Overall, so far, I have had positive experiences with this company.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Alpha and composite reliability were both .94. The scale was developed for use in contexts where consumers had lodged complaints with a firm and were subsequently evaluated on their satisfaction outcomes.

Citation

Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95–114.

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