CUSTOMER SATISFACTION

ANALYSIS

-Presented by Hareesh.M

I.D.No: 2014600120

CUSTOMER SATISFACTION

• Customer satisfaction is a post-purchase evaluation of a service offering

• Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation.

CUSTOMERS’ REQUIREMENTS

• NORMAL REQUIREMENTS: Are typically what one gets by just asking customers what they want.

• EXPECTED REQUIREMENTS: Are the obvious / compulsory requirements. For example, if meal is served hot, customers barely notice it. If it's cold or too hot, dissatisfaction occurs. Expected requirements must be fulfilled.

• EXCITING REQUIREMENTS: Beyond the customer's expectations. If provided, customer would be excited.If not ,they would hardly complain

MANAGERIAL CONCERN WITH SATISFACTION

• Customer is King, satisfying customer needs and wants.

• Product/Service Quality leads to Customer Satisfaction, Loyalty which achieves Organizational Objectives (e.g. profit, market share, shareholder value)

CUSTOMER PERCEPTION OF QUALITY

American society for quality shows that important factors that influence purchasing are

1. Performance

2. Features

3. Service

4. Warranty

5. Price

6. Reputation

CUSTOMER SATISFACTION SURVEYS

• Surveys and questionnaires are the most common marketing research methods. Typically,

They are used to:• Assess the level of customer satisfaction with a

particular product,service or experience;• Identify factors that contribute to customer

satisfaction and dissatisfaction;• Determine the current status or situation of a

product or service;• Estimate the distribution of characteristics in a

potential customer population

CUSTOMER SATISFACTION SURVEY

• Process of discovering whether or not a company’s customers are happy or satisfied with the products or services received from the company. May be conducted face to face, over the phone,via email or internet or on handwritten forms. Customer answers to questions are then used to analyze whether or not changes need to be made in business operations to increase overall satisfaction of customers.

FEEDBACK

• Comment Card.• Customer Questionnaire.• Focus Groups.• Toll Free Telephone No.Telephone survey• Customer Visits.• Report Card.• Internet & Computer.• Employee Feedback.• Customer complaints

COMMENT CARD

• Comment card can be attached to the warranty card & included with the product at the time of the purchase

• Intent of this card is to get simple information such as name , age, address, occupation & what made the customer buy that product

• Customers do respond when there is something very good or very bad

• Used in hospitality industry(hotels, restaurants)

CUSTOMER QUESTIONNAIRE

• Popular tool for obtaining opinion & perceptions about an org./Product/svs

• Costly & time consuming• Most surveys ask the customer to grade the

question on a 1-5 or 1-10 likert scale

TO MAKE SURVEY MORE USEFUL REMEMBER

1. Clients & customers are not same

2. How u ask a question will determine how the question is answered

3. The more specific the question, the better the answer

4. U have only one chance & 15 min.( Max. Time a customer will give to respond a survey)

5. . Before data are collected , u should know how u want to analyze & use the data

FOCUS GROUPS

• Popular way to obtain feedback

• Surveying a focus group is a research method used to find out what

customers are really expecting

• Group of customers is assembled in the meeting room to collect information

• Carefully prepared answers r asked by skilled moderator

• Who probes into participants ideas, thoughts perceptions & comments

• People selected have the same profile as the expected customer

• Focus groups r sometimes used within the organization to address internal

issues

TOLL FREE PHONE NO.

• Effective technique for complaint feedback• Organization can respond faster & cheaply to

the complaints

TELEPHONE SURVEY

• Introductory letter to customers– Explain the purpose of the survey• We need your feedback• We want to make you as satisfied as possible

– 15 minute telephone interview• At a time convenient to you• Only once a year

• Sample of 200 customers• Representative– Based on customer value– Range of decision making roles covered

CUSTOMER VISITS

• Visit to a customers place of business is an effective way to gather information

• Accurate information obtained –people can see first hand how the product is performing

REPORT CARD

EMPLOYEES FEEDBACK

• Conventionally companies listen more to the external customers & less to the internal customer

• Employees usually provide deeper insight into conditions

• Customers research reveals what is happening

• Employees research reveals why it is happening

USING CUSTOMER COMPLAINTS

• Customer complaint is reactive but very useful

ASQ SURVEY REVEALS THAT ABOUT

1. 1.5% complaints reach top management

2. 20% to front line personnel

3. 80% don’t report• It indicates that it is easy for the top management to

perceive that every thing is ok• When satisfied customers are included in the data,

no. Of complaints to management is lower than 1.5%

• Frequently dissatisfied customers don’t say anything & quietly switch over to competitor

CHOICE OF SURVEY

• Personal interviews– Too expensive

• Postal survey– Lowest cost– Likely to be a low response rate (20%)– May not be able to trust the result

• Telephone survey– Good response rate – reliable result– On balance the most cost-effective

Customer satisfactionof Maruti suzuki at peaks auto pvt limited

PEAKS AUTO PRIVATE LTD. Is a new Authorized

Dealer of Maruti Suzuki India Ltd. For Kashmir , and shall be dealing in Maruti Suzuki Cars, New as well as certified Used ones, Maruti Genuine Spares and Accessories, and providing other services.

MAIN PRODUCTS MANUFACTURED BY maruti suzuki

The various products under the brand name “maruti’ are:

• Maruti 800• Maruti alto• Maruti gypsy• Maruti swift• Maruti swift desire• Maruti wagnoR• Maruti zen• Maruti Sx4• Maruti omni

Customer satisfactionof Maruti suzuki at peaks auto pvt limited

Objective: • To find the satisfaction amongst the customers of Peaks Auto

Ltd Research Design:

• Detailed and structured questionnaire was designed.• Survey a sample of 100 customers.• The methodology developed was Primary and Secondary research.• The questionnaire was designed to get information from customers

about their satisfaction and overall opinion about Peaks Automobile

Continued… 

Field of Survey: 

• The field work for the survey was conducted in Srinagar. The exercise involved face to face interview with the customers.

 

Analysis: 

• The important factors and data’s collected were sequentially analyzed and graphed.

 

Limitations of the Study: • The sample size is only 100. So, the sample may not be truly representative of the Srinagar

population

Data analysis and interpretation

RECOMMENDATIONS

• Quality improvement• Reduce in the delivery time• Concentrate on supply of the products• Try to solve the problems of the customers by

direct interaction• Stability in prices

CONCLUSION

• On an average more than 73% people feel that the prices are affordable whereas 27% do not agree, 80% believe that attractive discounts are offered whereas 20% are not satisfied with the discounts offered.

• 20% said that the test drives are not offered and 74% said that the test drives are offered

Thank you