Customer satifaction

presented:- arpana

kumari roll no:-13

Customer satifaction

• The customer is the king• Quality is what customer wants• Customer satisfaction must be the

primary goal of any organization therefore every employee should understand the importance of customer

What is customer satisfaction?

expectationperformanc

eexpectation performance

8 9 8 5

Examples of customer satifaction

• It is no longer enough to satisfy customers you must delight him

• Mc donold • ICICI Bank

how customer satisfaction has improved from traditional to

modern business organizationTop

management

Middle manage

ment

frontline people

customer

customer

Frontline people

Middlemanage

ment

Top manage

ment

Who are the customer

• Important people in business• Life blood of business• A part of business,not outsiders

Customer satisfaction in modern contest

customer

grievances

customer timely

focus supply

customer special requirement feedback of customer

Customer satisfactio

n

Types of customers• Two types• internal customers• external customers• Internal customers• customer inside the company• every person in the process• each department is customer of

another

• External customers• who uses the product• who purchases the product• who influences the sale of

productsss

Understand satifaction drivery

Customer satisfaction

Emotional factor

Product quality

price

Services quality

Customer retention• Process of retaining the existing customers• Customers retention is powerful than customer

satisfaction

RESEARCH• 60%revenue existing customers• 96%customer don’t complaint but share with

oters• 91%unhappy customers never purchase goods

again• 82-95%customers retain if responded properly

Different forms of satisfaction measurement

0246

Online questionnaries

Phone or fax

surveys

Annual customer satisfaction in

survey

Online polls

Crm soft war

Customer service

feedback

Feedback forms

conclusion• There is only one boss.the

customer and he can fire every body in the company from the chairmah on down, simply by spending his money somewhere else. “if we don’t take care of our customers,someone else will”.