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Customer satisfaction

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This presentation will tell you about Customer Satisfaction at least for 1st year college students.

Publicado en: Marketing
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Customer satisfaction

  1. 1. CUSTOMER SATISFACTION
  2. 2. MEANING • It is a measure of how products and services supplied by a company meet or surpass the customer’s expectations. • Customer expectation is the needs, wants, and preconceived ideas of a customer about a product or a service. • If customer expectations are met then the customer is satisfied.
  3. 3. WHO ARE CUSTOMERS • Internal Customer : are people, departments, units and groups within an organization served by what we do. • External Customer : are end users of the organization's product or services depositors, borrowers, investors, etc.
  4. 4. Why customer satisfaction • Customer is the boss of the market. • Customer dictates market trends and direction. • The organization is dependent on the customer and not the other way round. • Customer satisfaction means loyalty towards the organization. • The satisfied customers will help in bringing the new customers by the “word of mouth”.
  5. 5. Factors affecting customer satisfaction • PRICE - micromax • QUALITY - rolls royce • SERVICE - dell • BRAND NAME - apple • REPUTATION - nokia • FEATURES - samsung
  6. 6. LEVELS OF CUSTOMER SATISFACTION 1.Basic Needs (Dissatisfiers) • A service that the costumer takes for granted. He expects it to be present in the product. • Absence of this need will lead to dissatisfaction for the customer but the presence of it will not lead to any satisfaction as such.
  7. 7. •Performance needs (satisfiers) • It is a need or want of the customer which he specifically asks for. • Better the performance more will be the satisfaction of the customer. • These factors becomes the benchmarks in the competitive market.
  8. 8. •Excitement Needs (delighters) • A delighter is an unspoken or unexpected requirement of a customer. • It leads to very high level of satisfaction or customer delight. • Absence of delighters does not result in customer dissatisfaction while its presence will enhance customer satisfaction.
  9. 9. CUSTOMER SATISFACTION FACTS • 5% increase in loyalty can increase profits by 25% to 85%. • Only 4% of unsatisfied customers will complain. • An unhappy customer tells 9 other people. • A happy customers tells to about 5 other people.
  10. 10. CUSTOMER SATISFACTION PROCESS • Step 1: Understanding customer expectations • Step 2: Promises to customers • Step 3: Execution • Step 4: Ongoing dialog with a customer • Step 5: Customer satisfaction surveys
  11. 11. CUSTOMER RETENTION • Customer satisfaction should lead to customer loyalty and customer retention. • This is the real test and bottom line- when the customer repeatedly comes back to you for repeat orders and to purchase new products manufactured by you. (In spite of stiff competition and multiple Suppliers/Sources! ) • Firm orders received or cash payments registered , market share, customer referrals and customer retention are an indication of your customer success and penetration in the market.
  12. 12. CUSTOMER FEEDBACK • Customer feedback must be continually done and monitored. It enables an organization to: • Discover customer’s dissatisfaction • Discover relative priorities of quality • Identify customer need • Determine opportunities for improvement
  13. 13. How to ensure customer satisfaction • Surveys • Customer feedback • Comparison with alternatives • Employee feedback • Internet/blogs • Toll free numbers
  14. 14. • Quality is defined as excellence in the product or service that fulfil or exceeds the expectations of the customer. • There are 9 dimensions of quality that may be found in products that produce customer satisfaction. • Though quality is an abstract perception, it has a quantitative measure Q= (P / E ) , where Q=quality, P= performance(as measured by the manufacturer.), and E = expectations( of the customer). Quality and customer expectations
  15. 15. 9 Dimensions Of Quality

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