Analyzing Customer Satisfaction & Shaping Organizational Strategies

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“ANALYZING CUSTOMER

SATISFACTION & SHAPINGORGANIZATIONALSTRATEGIES”

UDDHAV B. CHITRE

M.M.S. - 06

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OBJECTIVES

Main objective: To check whether clients are satisfied with vasturaviraj’s service. Fulfillments of Commitments

Vasturaviraj commits to give Magazine for 1 year free of cost. Is it reaching tothem?

Employee’s attributes.

Checking where the Experts (Person who does the consultation) are struggling.

Checking where the Technicians (Who fix those remedies) lagging.

Result of the implementation. Rating for reference.

Open ended question for suggestions & recommendations.

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OBJECTIVES CONTINUE

Other Objective Target clients

Majority of clients lies in which category of vastu.

Type of service rendered

By knowing this we can get to know about future clients

If we get to know the reason behind not doing completeremedies then we can shape suggest some strategies to them

Market Reach

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METHODOLOGY

Methods

PersonalInterview

TelephonicInterviews

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METHODOLOGY CONTINUE

InitialApproach

• Calling the clients who stays within reachable areafor taking appointments for personal interview

Yes

• If its possible for client to give an appointment thenproceed for it

No

• If it is not possible for personal interview then take atelephonic interview

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ANALYSIS

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ANALYSIS-COMPAIRING EXPERTS

WITH EACH OTHER

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ANALYSIS

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ANALYSIS

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SUGGESTIONS

Design new policy of flat selection There has to be more emphasis given on doubt solving.

Conversion rate is low from visit to remedies

Some financial help like loans can convert the only visit clients

There is a problem with the result.

Work on result oriented remedies For doubts solving at least one phone call should be done after visit or

after installation of the remedies

Organization should be proactive than reactive.

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THANK YOU…!!!