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Service Excellence

MEASURING
CUSTOMER SATISFACTION


                     Contact Us
                     Call us. 0817 0844 840
www.gofaztrack.com   Text us. contact@gofaztrack.com
WHY
CUSTOMER IS KING ?



                     Contact Us
                     Call us. 0817 0844 840
www.gofaztrack.com   Text us. contact@gofaztrack.com
90% Konsumen yang tidak puas tidak akan kembali
                                    Contact Us
                                    Call us. 0817 0844 840
   www.gofaztrack.com               Text us. contact@gofaztrack.com
Konsumen yang tidak puas akan menceritakan pada
minimal 9 orang
                                    Contact Us
                                    Call us. 0817 0844 840
   www.gofaztrack.com               Text us. contact@gofaztrack.com
Konsumen yang merasa puas akan menceritakan
pada minimal 5 orang dan 1 orang terpengaruh
                                    Contact Us
                                    Call us. 0817 0844 840
   www.gofaztrack.com               Text us. contact@gofaztrack.com
Biaya mencari konsumen baru 5x lipat dibanding
memeliharan hubungan dengan konsumen lama
                                     Contact Us
                                     Call us. 0817 0844 840
   www.gofaztrack.com                Text us. contact@gofaztrack.com
METHOD OF
MEASURING SATISFACTION



                     Contact Us
                     Call us. 0817 0844 840
www.gofaztrack.com   Text us. contact@gofaztrack.com
1. SKALA
  Contoh:

   Kriteria Penilaian   1   2   3   4   5
                                            1 = Excellent
   Ruang Tunggu
                                            2 = Very good
   Kamar Mandi
                                            3 = Good
   Tempat parkir
                                            4 = Average
   Loket                                    5 = Poor




                                                       Contact Us
                                                       Call us. 0817 0844 840
www.gofaztrack.com                                     Text us. contact@gofaztrack.com
2. CHECKLIST
Contoh:
Petunjuk
Mohon memilih mana dari penyataan dibawah ini yang menurut Bapak/Ibu
mewakili Instansi kami :
 1        Tempat pelayanan kami mudah dijangkau
 2        Ruang tunggu kami cukup nyaman
 3        Kami melayani dengan cepat
 4        Tarip pelayanan kami murah
 5        Kami memiliki staf yang ramah

                                                           Contact Us
                                                           Call us. 0817 0844 840
 www.gofaztrack.com                                        Text us. contact@gofaztrack.com
3. KUALITATIF
  Contoh:

  Bagimana pendapat Bapak/Ibu tentang fasilitas ruang tunggu di
  Instansi kami ?
  Bagimana pendapat Bapak/Ibu tentang kemampuan staf
  Institusi kami dalam memberikan pelayanan?
  Bagimana pendapat Bapak/Ibu tentang waktu pelayanan di
  institusi kami ?
  Bagimana pendapat Bapak/Ibu tentang tarif pelayanan di
  institusi kami ?

                                              Contact Us
                                              Call us. 0817 0844 840
www.gofaztrack.com                            Text us. contact@gofaztrack.com
Find more useful articles at
           WWW.GOFAZTRACK.COM
                             Thank You




                                                    Contact Us
                                                    Call us. 0817 0844 840
www.gofaztrack.com                                  Text us. contact@gofaztrack.com

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Service Excellence - Mengukur kepuasan pelanggan

  • 1. Service Excellence MEASURING CUSTOMER SATISFACTION Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 2. WHY CUSTOMER IS KING ? Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 3. 90% Konsumen yang tidak puas tidak akan kembali Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 4. Konsumen yang tidak puas akan menceritakan pada minimal 9 orang Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 5. Konsumen yang merasa puas akan menceritakan pada minimal 5 orang dan 1 orang terpengaruh Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 6. Biaya mencari konsumen baru 5x lipat dibanding memeliharan hubungan dengan konsumen lama Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 7. METHOD OF MEASURING SATISFACTION Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 8. 1. SKALA Contoh: Kriteria Penilaian 1 2 3 4 5 1 = Excellent Ruang Tunggu 2 = Very good Kamar Mandi 3 = Good Tempat parkir 4 = Average Loket 5 = Poor Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 9. 2. CHECKLIST Contoh: Petunjuk Mohon memilih mana dari penyataan dibawah ini yang menurut Bapak/Ibu mewakili Instansi kami : 1 Tempat pelayanan kami mudah dijangkau 2 Ruang tunggu kami cukup nyaman 3 Kami melayani dengan cepat 4 Tarip pelayanan kami murah 5 Kami memiliki staf yang ramah Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 10. 3. KUALITATIF Contoh: Bagimana pendapat Bapak/Ibu tentang fasilitas ruang tunggu di Instansi kami ? Bagimana pendapat Bapak/Ibu tentang kemampuan staf Institusi kami dalam memberikan pelayanan? Bagimana pendapat Bapak/Ibu tentang waktu pelayanan di institusi kami ? Bagimana pendapat Bapak/Ibu tentang tarif pelayanan di institusi kami ? Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com
  • 11. Find more useful articles at WWW.GOFAZTRACK.COM Thank You Contact Us Call us. 0817 0844 840 www.gofaztrack.com Text us. contact@gofaztrack.com