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Understanding Customer Satisfaction

Customer satisfaction involves meeting or exceeding customer expectations through products and services. There are internal and external customers. Satisfied customers are important because they provide loyalty, word-of-mouth marketing, and help drive market trends. Factors like price, quality, service, and reputation impact customer satisfaction. Satisfaction levels include basic needs, performance needs, and excitement needs. Ensuring customer satisfaction requires understanding expectations, promises, execution, ongoing dialogue, surveys, and addressing customer feedback.

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Biswajit mallick
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177 views12 pages

Understanding Customer Satisfaction

Customer satisfaction involves meeting or exceeding customer expectations through products and services. There are internal and external customers. Satisfied customers are important because they provide loyalty, word-of-mouth marketing, and help drive market trends. Factors like price, quality, service, and reputation impact customer satisfaction. Satisfaction levels include basic needs, performance needs, and excitement needs. Ensuring customer satisfaction requires understanding expectations, promises, execution, ongoing dialogue, surveys, and addressing customer feedback.

Uploaded by

Biswajit mallick
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

CUSTOMER SATISFACTION

BY:-SMARANIKA DIXIT
MEANING

• 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.
WHO ARE CUSTOMERS
• Internal Customer:are people,departments,units and
groups within an organization served by what we do.

• External customers:are end users of the organization's


product or services depositors,borrowers,investors,etc.
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 around.
• Customer satisfaction means loyalty towards the
organization.
• The satisfied customers will help inbringing the new
customers by the “word of mouth”.
FACTORS AFFECTING CUSTOMER
SATISFACTION
• Price
• Quality
• Service
• Brand name
• Reputation
• Features
LEVELS OF CUSTOMER SATISFACTION
1. Basic Needs:
• A service that the customer takes for [Link] 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.
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.
EXCITEMENT NEEDS
• A delighter is an unspoken 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.
CUSTOMER SATISFACTION PROCESS
• Step 1:Understanding customer expectations.
• Step 2:Promises toncustomers
• Step 3:Execution
• Step 4:Ongoing dialog with a customer
• Step 5:Customer satisfaction surveys
HOW TO ENSURE CUSTOMER
SATISFACTION
• Surveys
• Customer Feedback
• Comparsion with alternatives
• Employee feedback
• Internet/blogs
• Toll free numbers
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

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