Why customer satisfaction is important?
Customer's satisfaction is the primary aim of every company. So every employ
should give more importance to it
Internal customersCustomers are from inside the company.Every person is in
process.Each dept is
customer of other
External customers
Who uses the product.Who purchases the
product.Who influences the sales
of the product
Customer perception of Quality
Customer needs goes on some changesQuality level needs are to be improved
Quality is what customer perceives to be.
WarrantyWarranty Represents a promise of a quality product.
Force the organization to focus on customer needs.
It attracts and build the market
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.
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.