Chandigarh School

Of Business

Management Department

Master of Business
Administration
MBA-3rd Semester Market
Satisfaction and
Marketing Analytics Usage
MBA 961-18

Ms. Aayushi Mithu

Assistant Professor

CAMPUS: JHANJERI, MOHALI

 Today’s Agenda….

Market Satisfaction and usage

Concept
Methods
Market Satisfaction

• Market satisfaction, also known as customer

satisfaction, measures how content or pleased
customers are with a product, service, or overall
experience provided by a company. It is typically
assessed through surveys, feedback forms, and
customer reviews. High market satisfaction is indicative
of a positive relationship between the company and its
customers, while low satisfaction can signal issues that
need to be addressed.
Key Components and Methods
• Quality: Customers expect products or services to meet or
exceed their expectations in terms of quality.
• Customer Service: The level of customer service,
responsiveness, and support provided by a company can
significantly impact satisfaction.
• Price-Value Relationship: Customers assess whether the price
they pay for a product or service is justified by the value they
receive.
 • Ease of Use: Products and services should be user-friendly
and not cause unnecessary frustration.
• Timeliness: Meeting delivery or service deadlines is essential
for customer satisfaction.
• High market satisfaction can lead to repeat business,
positive word-of-mouth referrals, and long-term
customer loyalty.
Usage

• Usage metrics focus on how often and in what ways

customers are using a product or service. These metrics
provide insights into customer behavior and product
adoption. Understanding usage patterns helps
companies tailor their offerings and marketing
strategies.
Common usage metrics include:

• Frequency of Use: How often do customers use the product or

service? Frequent use may indicate high customer engagement.
• Duration of Use: How long do customers use the product or
service in a single session or over time?
• Feature Adoption: Are customers using all available features, or
are they primarily using specific features?
• User Engagement: Metrics like active users, session length, and
click-through rates can measure how engaged users are with a
product or service.
• Conversion Rates: In e-commerce and online services,
conversion rates measure the percentage of users who take a
desired action, such as making a purchase or signing up for a
subscription.
Conclusion
• Both market satisfaction and usage metrics are essential
for businesses to gauge their product or service
performance, identify areas for enhancement, and
ultimately build stronger customer relationships.
Regularly monitoring and acting on these metrics is
crucial for long-term success in competitive markets.