The main question of a customer satisfaction survey focuses on how to reliably measure customer satisfaction. We differentiate here the objective and subjective methods of
customer satisfaction survey. These areas cover for example mystery shopping for quality control purposes, as well as assessments of market shares and observing the
reseller rate.

Within a customer satisfaction analysis we use both the objective and the subjective analysis of customer satisfaction:

- Objective analysis of customer satisfaction:
These include i.e. mystery shopping for quality control, evaluation of market share and observing the rate of repeat customers. Disadvantage of this method is the delay until you can evaluate the results of objective analysis of customer satisfaction. In addition, the results can be influenced by external factors.

- Subjective analysis of customer satisfaction:
These include inter alia targeted survey of customers to directly measure customer satisfaction, which leads to more valid results than the above-described method of objective analysis of customer satisfaction. As methodically particularly advantageous for the multi-attributive survey.