Why customer satisfaction is important?
Why customer satisfaction is important?
Jun 20, 2015
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Who is customer?
He/she is the person who has a need and want to satisfy needs.
Who is customer?
He/she is the person who has a need and want to satisfy needs.
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Transcript
Why customer satisfaction is important?
Who is customer?
He/she is the person who has a need and want to satisfy needs.
Customer satisfaction tips
The Customer is the king
Customers are looking for quality
“We believe in Quality and Deliver the same”
TQM's main aim is meeting customer's
expectations.
Customer's satisfaction is the primary aim of every company. So
every employ should give more importance to it
Types of customers
Internal External
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
“Quality is what customer perceives to be.
Customer change their needs”
Customer perception of Quality
Customer needs goes on some changesQuality level needs are to be improved
Quality is what customer perceives to be.
Service:- Provide service at right time even though customers never complains
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.
Why customers Feedback?
Discover customer dissatisfaction
Identify customer needs
Discover priorities of Quality
Compare performance with the competition.
Determine opportunities for improvement.
Ways to collect customer complaints
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.
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