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Customer Satisfaction: Submitted By: Suraj Prakash Singh UE109076, MECHANICAL 7 SEM

This document discusses the importance of customer satisfaction for organizations. It defines customers as those who purchase products or services, whether external buyers or internal employees. Customer satisfaction can be measured and used as an indicator of quality. The document outlines factors that influence customer perceptions of quality like performance, features, service, warranty and price. It also discusses methods for obtaining customer feedback through surveys, focus groups, complaint cards and reports. Organizations are advised to investigate complaints, empower employees to solve problems, eliminate root causes, and establish satisfaction measures to improve customer retention over the long term.

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Suraj Prakash Singh
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37 views

Customer Satisfaction: Submitted By: Suraj Prakash Singh UE109076, MECHANICAL 7 SEM

This document discusses the importance of customer satisfaction for organizations. It defines customers as those who purchase products or services, whether external buyers or internal employees. Customer satisfaction can be measured and used as an indicator of quality. The document outlines factors that influence customer perceptions of quality like performance, features, service, warranty and price. It also discusses methods for obtaining customer feedback through surveys, focus groups, complaint cards and reports. Organizations are advised to investigate complaints, empower employees to solve problems, eliminate root causes, and establish satisfaction measures to improve customer retention over the long term.

Uploaded by

Suraj Prakash Singh
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Customer Satisfaction

SUBMITTED BY : SURAJ PRAKASH SINGH UE109076, MECHANICAL 7 TH SEM

Just Basic:
A customer is most important asset of any organization. Success depends on number of customers and how much they buy and how often they buy. Customer satisfaction can be used as measure of quality.

Who is a Customer ?
It can be defined as one who purchases product or service. Types: External & Internal. Both are equally important. External Customer E.g. : Buyer of a car, user of railways service. Internal Customer E.g. : Every employee of company is a internal customer.

Customer Perception of Quality:


According to American Society for Quality following are factors governing Quality: Performance Features Service Warranty Price Reputation

Feedback
Feedback enables organization to : 1. Discover customer satisfaction. 2. Discover relative priorities of quality. 3. Compare performance with the competition. 4. Identify customers need. 5. Determine opportunities for improvement.

Methods to get Feedback


Comment card Survey Focus groups Toll-free Numbers Customer Visit Report Card The Internet Employee Feedback

What to do of Customer Complaints ?


1. Investigate customer experiences soliciting feedback, both positive and negative and then acting on it properly. 2. Empower front-line persons to solve problems. 3. Analyse complaints but remember every complaint can't be categorised. 4. Try to eliminate root cause. 5. Establish customer satisfaction measures and constantly monitor them. 6. Communicate the findings with others in organization. 7. Provide monthly report to quality council. 8. Identify customer expectations beforehand rather than afterwards.

Service Quality
Elements of Customer Service:

Customer Retention
Customer retention is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. A companys ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace.

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