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[Music] hello friends welcome back to the next session on service operations management now lets begin with our learn in this particular session well be understanding and dealing with the concept of customer satisfaction survey examples the learning objectives at the end of this particular session the learners will be able to understand what do we mean by customer satisfaction survey what is the importance of customer satisfaction survey understand what are the various activities that have been undertaken under the customer satisfaction survey and well also understand or describe the various factors that have been associated for conducting a better and effective customer satisfaction survey the customer satisfaction survey is just an analysis of data which tries to identify and measure about what is the level of understanding or what is the level of feeling of a particular customer about a particular product or a particular service so when a particular customer or a consumer purcha