Which metric is commonly used to measure customer satisfaction?

The customer satisfaction score is a key metric used to gauge how products or services meet or exceed customer expectations. This score is typically derived from surveys or feedback mechanisms that ask customers to rate their experiences based on various criteria, such as product quality, service responsiveness, and overall satisfaction. By focusing on this score, businesses gain valuable insights into their performance from the customer's perspective, allowing them to identify strengths and areas for improvement.

The other metrics, while relevant in business contexts, do not directly measure customer satisfaction. Market share percentage assesses the portion of an industry or market that a company controls, which does not reflect customer sentiments. Cost per resolution pertains to the expenses associated with resolving customer issues, which may indicate operational efficiency but does not measure satisfaction itself. Finally, the number of new hires reflects personnel growth or changes within a company rather than the feelings or satisfaction levels of customers. Thus, the customer satisfaction score is distinctly suited for directly understanding customer experiences.