customer satisfaction

CUSTOMERSATISFACTION

Definition:

What is the meaning of the word CUSTOMER?

* He is the person (or the group of persons) who has a need and want to satisfy his needs.

# The Customer is the King.# Quality is what customer wants.#TQM’s purpose is meeting customer expectations.# Customer satisfaction must be the primary goal of any organization. Therefore Every employee should understand the importance of customer.

WHO ARE THE CUSTOMERS?

Important people in business. Not dependent on org. organization depends. Not interruption but purpose of work.Life blood of business.A part of business, not outsiders.

TYPES OF CUSTOMERS

Two Types• Internal customers• External customers

Internal Customers• Customers inside the company.• Every person in the process.• Each dept is customer of another.

External Customer• Who uses the product• Who purchases the product• Who influences the sale of product

CUSTOMER PERCEPTION OF QUALITYQuality is what customer perceives to be.

Customer change their needs

Quality is what customer perceives to be.

customer needs goes on changes

Quality level needs are to be improved accordingly.

1. Service Provide the service at right time, even though the

customer don’t complaint.

2. Warranty Represents a promise of a quality product. Force the org to focus on customer needs. It attracts and build the market

3. Price Nowadays customer is ready to give high price

towards Quality. Expects to get good product in lower price. Customer’s perception of value is continuously

changing. To Succeed the org should identify, verify the

perception of value.

• 4. Reputation

Customer wills to buy product from a known company.

Reputation brings market to the Org.

So org should strive for customer for life.

→ Discover customer dissatisfaction

→ Identify customer needs

→ Discover priorities of Quality

→ Compare performance with the competition.

→ Determine opportunities for improvement.

• Comment cards - attached to warranty card.• Customer Questionnaire - survey –mail/e-mail/

telephone.• Focus groups – customer meeting/ discussions.• Toll free telephone numbers• Customer visit.• Internet- Bulletin Boards.• Employee feedback.

Set of activities an org uses to satisfy customers. BEFORE / DURING / AFTER THE SALE.

ORGANIZATION1.identify each market

segment.2.Write down the

requirements.3.Communicate the

requirements.4.Organize processes.

CUSTOMER CARE1. Meet the customer’s expectations.2. Get the customers point of view.3. Deliver what is promised.4. Make the customer feel valued.5. Respond to all complaints.6. Over-respond to the customer.7. Provide a clean and comfortable

customer reception area.

CUSTOMER RETENTION• Process of retaining the existing customers.• Customer retention is powerful than customer satisfaction.

Research60% revenue- existing customer96% customer don’t complaint- but share with others.91% unhappy customer- never purchase goods again.82-95% customer retain if responded properly.