Consumer satisfaction is a market term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Consumer satisfaction（消費(fèi)者滿意度） is so important because it provides markets and business owner with information that they can use to manage and improve their products and service. As a famous museum，Ashdown always tries to improve the service to meet readers’ needs. In order to create a better environment，Ashdown Museum has finished refurbishment(翻新). The table below shows the numbers of visitors to Ashdown Museum during the year before and the year after it was refurbished. The chart shows the result of service asking visitors how satisfied they were with their visit， during the same two periods.

Total number of visitors to Ashdown Museum

During the year before refurbishment

74,000

During the year after refurbishment

92,000

Results of surveys of visitor satisfaction

（Chart I） （Chart II）

1.Why is consumer satisfaction so important？

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2.Compared with the year before refurbishment，how many visitors have increased during the year after refurbishment？

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3.What’s the percentage of visitors that feel very satisfied in the year after refurbishment？

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4.According to the chart，what conclusion about the relationship between the visitors’ satisfaction and the number of visitors can you probably draw？

_________________________________________________________________________________

5.What do you think of consumer satisfaction？What can we do to improve the consumer satisfaction？

_________________________________________________________________________________

1.Because it provides markets and business owner with information that they can use to manage and improve their products and service. 2.18，000. / Eighteen thousand. 3.35%. /Thirty-five percent. ...
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