Here are the top six reasons why customer satisfaction is so important:

• It’s a leading indicator of consumer repurchase intentions and loyalty
• It’s a point of differentiation
• It reduces customer churn
• It increases customer lifetime value
• It reduces negative word of mouth
• It’s cheaper to retain customers than acquire new ones

SAA BAD SERVICE

Cindi Onia – 1 star

What a disgusting morning and experience I have had trying to change 3 SAA business class tickets since 7h00am and still HOLDING!!! I reckon I am on my 15th phone call between SAA reservations and SAA voyager. I am not sure if they are being paid to work in a CIRCUS and treat customers as MONKEYS as that is the way I feel I have been treated by all to name a few: Calvin, Dubezelo, Lindelani, Tulani, Martha, Zamo & Noa. Each consultant has something different to be told and explained and I cannot believe that this is an international world known company!!!!!! What a shame to be dealing with such a company that carries such a HUGE brand name. Lets hope I am off the line by the time the plane departs on Saturday night.