Service Recovery Satisfaction Scale

What it measures

Measures customer satisfaction with how a service failure was handled by a service provider. Service recovery satisfaction is a critical outcome in research on service failures because effective recovery can restore — and sometimes exceed — original satisfaction levels (the 'service recovery paradox'). Captures overall satisfaction with the resolution of the complaint or failure.

Representative items

• The company handled my complaint satisfactorily.
• The way my problem was handled met my expectations.
• I am satisfied with the company's response to my problem.
• The company did a good job of resolving my service problem.
• My problem was solved to my satisfaction.

Citation

Smith, A.K., Bolton, R.N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356–372.