Customer satisfaction

This presentation will tell you about Customer Satisfaction at least for 1st year college students.

1. CUSTOMER SATISFACTION

2. MEANING It is a measure of how products and services supplied by a company meet or surpass the customer’s expectations. Customer expectation is the needs, wants, and preconceived ideas of a customer about a product or a service. If customer expectations are met then the customer is satisfied.

3. WHO ARE CUSTOMERS Internal Customer : are people, departments , units and groups within an organization served by what we do . External Customer : are end users of the organization's product or services depositors , borrowers, i nvestors, etc.

4. Why customer satisfaction Customer is the boss of the market. Customer dictates market trends and direction. The organization is dependent on the customer and not the other way round. Customer satisfaction means loyalty towards the organization. The satisfied customers will help in bringing the new customers by the “word of mouth”.

5. Factors affecting customer satisfaction PRICE - micromax QUALITY - rolls royce SERVICE - dell BRAND NAME - apple REPUTATION - nokia FEATURES - samsung

6. LEVELS OF CUSTOMER SATISFACTION Basic Needs (Dissatisfiers) A service that the costumer takes for granted. He expects it to be present in the product. Absence of this need will lead to dissatisfaction for the customer but the presence of it will not lead to any satisfaction as such.

7. Performance needs (satisfiers) It is a need or want of the customer which he specifically asks for. Better the performance more will be the satisfaction of the customer. These factors becomes the benchmarks in the competitive market.

8. Excitement Needs (delighters) A delighter is an unspoken or unexpected requirement of a customer. It leads to very high level of satisfaction or customer delight. Absence of delighters does not result in customer dissatisfaction while its presence will enhance customer satisfaction.

9. CUSTOMER SATISFACTION FACTS 5% increase in loyalty can increase profits by 25% to 85%. Only 4% of unsatisfied customers will complain. An unhappy customer tells 9 other people. A happy customers tells to about 5 other people.

10. CUSTOMER SATISFACTION PROCESS Step 1: Understanding customer expectations Step 2: Promises to customers Step 3: Execution Step 4: Ongoing dialog with a customer Step 5: Customer satisfaction surveys

11. CUSTOMER RETENTION Customer satisfaction should lead to customer loyalty and customer retention. This is the real test and bottom line- when the customer repeatedly comes back to you for repeat orders and to purchase new products manufactured by you. (In spite of stiff competition and multiple Suppliers/Sources! ) Firm orders received or cash payments registered , market share, customer referrals and customer retention are an indication of your customer success and penetration in the market.

12. CUSTOMER FEEDBACK Customer feedback must be continually done and monitored. It enables an organization to: Discover customer’s dissatisfaction Discover relative priorities of quality Identify customer need Determine opportunities for improvement

13. How to ensure customer satisfaction Surveys Customer feedback Comparison with alternatives Employee feedback Internet/blogs Toll free numbers

14. Quality is defined as excellence in the product or service that fulfills or exceeds the expectations of the customer. There are 9 dimensions of quality that may be found in products that produce customer satisfaction . Though quality is an abstract perception , it has a quantitative measure Q= (P / E ) , where Q=quality , P= performance(as measured by the manufacturer.), and E = expectations( of the customer). Quality and customer expectations

15. 9 Dimensions Of Quality

16. THANK YOU