Se ha denunciado esta presentación.
Utilizamos tu perfil de LinkedIn y tus datos de actividad para personalizar los anuncios y mostrarte publicidad más relevante. Puedes cambiar tus preferencias de publicidad en cualquier momento.

Customer satisfaction

31.896 visualizaciones

Publicado el

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

Publicado en: Marketing
  • MADE $30 ON MY FIRST DAY! Being a fresh graduate and having lots of free time, I stumbled upon your site when I was searching for work at home opportunities, good thing I did! Just on my first day of joining I already made $30! Now I'm averaging close to $80 a day just for filling out surveys! ●●●
    ¿Estás seguro?    No
    Tu mensaje aparecerá aquí

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