What are the disadvantages of customer satisfaction?

[vatsallya-lamgadey-926c32c9 (Vatsallya Lamgadey)]

Main limitations of customer satisfaction (CSAT)

1. • Expected versus delivered value is being measured – CSAT is NOT necessarily a measure of overall value or quality of the firm and its offerings.
2. • High CSAT scores may be simply a reflection of low expectations of the firm.