Understanding customer satisfaction – a UK food industry case study

Abstract

The importance of customer satisfaction to the commercial success of businesses is widely acknowledged. However, many companies, including those in the UK food sector, struggle to satisfy their customers. Responsibility lies partly with a failure to fully understand the basic building‐blocks of customer satisfaction as a concept. Presents the results of a study by a group of UK food industry managers, led by Leatherhead Food RA. Identifies and describes six key drivers of customer satisfaction, which may be applied to all types of organisation, including those outside the food industry.