Customer Satsfaction Essay

1261 Words Mar 29th, 2013 6 Pages
CUSTOMER SATISFACTION

CUSTOMER SATISFACTION
• The most important asset of any organization is its customers • Satisfied customers pay their bills promptly which greatly improves cash flow – the lifeblood of any organization

ORGANIZATIONAL HIERARCHIAL DIAGRAM



• CUSTOMERS EXPERIENCE OF A PRODUCT OR A SERVICE IS MULTIFACETED SO HARD TO DETERMINE • IT NEEDS TO BE MEASURED INDIVIDUALLY TO GET AN ACCURATE TOTAL PICTURE OF CUSTOMER SATISFACTION

CUSTOMER SATISFACTION

CUSTOMER SATISFACTION
• Customer satisfaction should not be viewed in a vacuum. • For example, a customer may be satisfied with a product or service and therefore rate the product or service highly in a survey and yet same customer may buy another product.
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CLIENTS & CUSTOMERS ARE NOT SAME 2. SURVEY RAISE CUSTOMER EXPECTATION 3. HOW U ASK A QUESTION WILL DETERMINE HOW THE QUAESTION IS ANSWERED 4. THE MORE SPECIFIC THE QUESTION, THE BETTER THE ANSWER

TO MAKE SURVEY MORE USEFUL REMEMBER 5. U HAVE ONLY ONE CHANCE & 15 MIN.( max. time a customer will give to respond a survey) 6. MORE TIME U SPEND IN SURVEY DEVELOPMENT, LESS TIME U GET IN DATA ANALYSIS & INTERPRETATION 7. WHOME U ASK IS AS IMPORTANT AS WHAT U ASK 8. BEFORE DATA ARE COLLECTED , U SHOULD KNOW HOW U WANT TO ANALYSE & USE THE DATA

FOCUS GROUPS
• POPULAR WAY TO OBTAIN FEEDBACK • SURVEYING A FOCUS GROUP IS A RESEARCH METHOD

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