Dell Satisfaction Level

Every wonder how Dell would measure a customer satisfaction level?

We’ll never be 100% - no one will be 100%. There will still be some bad experiences, which obviously we don’t want to happen, but will. When we get to the 85% satisfaction level, then we can start promoting it more. By the way, that satisfaction level is based on a 9 point scale, 1 being terrible, 9 being great. If someone would rate us an 8 or 9, they are satisfied. If they are anything less than that, then they are dissatisfied.

Dick Hunter, Vice President of Customer Experience and Support at Dell. From Service Unlimited

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