CUSTOMER SATISFACTION

STANDUPS:Amarjit Singh

Garvit SrivastavaJaskaran SinghKashish Gupta

Tulika SinghVarun Sharma

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Customer? Important people in business. Not dependent on

organization - organization depends.

Not an interruption but purpose of work.

Doing a favor when they seek business but not vice versa.

Life blood of business. A part of business and not an

outsiders.

When we talk of an organization at a

whole, who exactly is a consumer?

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Internal External

Customer?Outside the

Organization like People who

influence Purchase

Inside the Organization like

Employees

4

What is Customer Satisfaction?

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To the Customer?

Delivering Excellence The Delight Element

Meeting the Promise of Being Heard

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To the Producer?

A Promise of Growth SustainabilityGenerous Profits

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What all can you do to provide

Satisfaction – as a Producer?

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Performance• Fitness for use• Product/ service is ready for use.• Availability• Reliability• Maintainability

Features• Secondary character• Extra facilities

Let’s Have a Look!

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Let’s Have a Look!Warranty• Represents a promise of quality product.• Force the org to focus on customer

needs.• Forces the org to correct the action

system.• It attracts and builds the market

Price• Customer is ready to give high price

towards Quality.• Expects to get good product in lower

price.• Customer’s perception of value

keeps changing.

1010

Let’s Have a Look!Services• Provide the service at right time, even if

the customers don’t complaint.

Reputation• Customer wills to buy product from

a known company.• Reputation brings market to the Org.• So org should strive for customer for

life.

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So you are trying to say that

Dissatisfaction is Injurious to Health?

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Facts with a Motive!

96% of dissatisfied customers never complain to the business, but 91% will not make return purchases

70-85% of dissatisfaction is due to customer service not product; 68% of customers who stop buying do

so because they perceive an employee as discourteous or indifferent

Dissatisfied customers on average tell 12 friends of the poor service; satisfied people tell 5 friends (2:1

ratio)

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Still think it doesn’t matter?Well, think again.

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What can cause Low Customer

Satisfaction?

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LOW CUSTOMER

SATISFACTION

POOR SUPPORT

LOW QUALITY PRODUCT HIGH PRICING

Cost of Materials

Ineffective Marketing

IncompetentEmployees

Bad Design

Poor Materials

Wrong Answers

Long Hold Times

Fee Structure

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How do I know my Satisfied Consumers?:|

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“What is the shortest word in the English language that contains the letters: abcdef?

Answer: FeedbackDon't forget that feedback is one of the essential elements of good

communication.”

UsingFeedbacks

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But why Feedbacks?

To get in various ideas!

To know what they think of you.

To get a scope of improvement…

To see if your direction is right

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And how do we exactly go about it?

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Comment cards

Customer Questionnaire

Focus groups

Use the Tools! Toll free telephone

numbers

Customer visit

Internet- Bulletin Boards.

Employee feedback.

These are some of the conventional ways.

It depends on one’s creativity to device betterand more efficient methods of collecting responses.

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Evaluating the Response!Measure

Sort

ConsiderPlan

Implement

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Customer Loyalty Grid!2. Zone of Satisfactio

n

3. Zone of Delight

1. Zone of Indifferenc

e

4. Zone of Loyalty

Expected Un - Expected

Stated

Unstated

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Key points to Develop Customer Loyalty!

Reliability

Keeping your promise, doing what you said you will do. Doing things

right the first time.

Assurance Making the customer feel safe in

their dealings with you, being thoroughly professional and

ethical.

Tang

ible

s:Ho

w th

e pr

oduc

t/se

rvic

e lo

oks t

o th

e cl

ient

,th

e ap

pear

ance

of p

erso

nnel

and

eq

uipm

ent,

etc.

Assurance Making the customer feel safe in

their dealings with you, being thoroughly professional and ethical.

Tangibles:How the product/service looks to

the client,the appearance of personnel and

equipment, etc.

Empa

thy:

The

degr

ee to

whi

ch th

e or

gani

zatio

n an

d se

rvic

e pe

rson

nel u

nder

stan

d th

e in

divi

dual

clie

nt

Tangibles:How the product/service looks to the

client,the appearance of personnel and

equipment, etc.

Empathy:

The degree to which the organization and service personnel understand the

individual client

Resp

onsiv

enes

s:

The

avai

labi

lity,

acce

ssib

ility

and

tim

elin

ess o

f th

e se

rvic

e. T

he a

bilit

y to

resp

ond

to

enqu

iries

and

com

plai

nts i

n a

timel

y fa

shio

n.

Empathy:

The degree to which the organization and service personnel understand

the individual client

Responsiveness:

The availability, accessibility and timeliness of the service. The ability to respond to

enquiries and complaints in a timely fashion.

Relia

bilit

y:

Keep

ing

your

pro

mise

, doi

ng w

hat y

ou

said

you

will

do.

Doi

ng th

ings

righ

t th

e fir

st ti

me.

Responsiveness:

The availability, accessibility and timeliness of the service. The

ability to respond to enquiries and complaints in a timely fashion.

Reliability:

Keeping your promise, doing what you said you will do. Doing things right the first time.

Assu

ranc

e:

Mak

ing

the

cust

omer

feel

safe

in th

eir

deal

ings

with

you

, bei

ng th

orou

ghly

pr

ofes

siona

l and

eth

ical

.

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THANK YOU