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    Customer Service

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    Arun Girish
    Customer satisfaction is a measure of how well a company's products and services meet customers' expectations. Satisfied customers remain loyal, purchase more, are less price sensitive, and provide positive word-of-mouth advertising. There are direct and indirect methods to measure customer satisfaction. Direct methods include surveys, feedback forms, and complaint departments, while indirect methods analyze customer complaints and loyalty levels. Customer satisfaction models compare expectations to perceived performance - expectations are confirmed, negatively confirmed, or positively confirmed depending on if performance matches, falls below, or exceeds expectations.

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    Customer Service

    Uploaded by

    Arun Girish
    99 views15 pages
    Customer satisfaction is a measure of how well a company's products and services meet customers' expectations. Satisfied customers remain loyal, purchase more, are less price sensitive, and provide positive word-of-mouth advertising. There are direct and indirect methods to measure customer satisfaction. Direct methods include surveys, feedback forms, and complaint departments, while indirect methods analyze customer complaints and loyalty levels. Customer satisfaction models compare expectations to perceived performance - expectations are confirmed, negatively confirmed, or positively confirmed depending on if performance matches, falls below, or exceeds expectations.

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    customer service

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    Customer satisfaction is a measure of how well a company's products and services meet customers' expectations. Satisfied customers remain loyal, purchase more, are less price sensitive, and provide positive word-of-mouth advertising. There are direct and indirect methods to measure customer satisfaction. Direct methods include surveys, feedback forms, and complaint departments, while indirect methods analyze customer complaints and loyalty levels. Customer satisfaction models compare expectations to perceived performance - expectations are confirmed, negatively confirmed, or positively confirmed depending on if performance matches, falls below, or exceeds expectations.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    99 views15 pages

    Customer Service

    Uploaded by

    Arun Girish
    Customer satisfaction is a measure of how well a company's products and services meet customers' expectations. Satisfied customers remain loyal, purchase more, are less price sensitive, and provide positive word-of-mouth advertising. There are direct and indirect methods to measure customer satisfaction. Direct methods include surveys, feedback forms, and complaint departments, while indirect methods analyze customer complaints and loyalty levels. Customer satisfaction models compare expectations to perceived performance - expectations are confirmed, negatively confirmed, or positively confirmed depending on if performance matches, falls below, or exceeds expectations.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 15

    Measuring

    Customer Satisfaction
    Customer Satisfaction


    Customer satisfaction is a term frequently used
    in marketing. Customer satisfaction is the
    outcome felt by buyers who have experienced a
    company performance that has fulfilled
    expectations. It is a measure of how products
    and services supplied by a company meet
    customer expectation. Satisfied customers
    remain loyal longer, buy more, are less price
    sensitive, and talk favourably about the
    organisation.
    Critical Aspects of Customer
    Satisfaction
    Quality
    On-time delivery
    Price


    Direct Methods
    1.Getting customer feedback through third party agencies.

    2.Direct marketing, in-house call centers, complaint handling

    department could be treated as first point of contact for getting
    customer feedback. (these feedbacks are compiled to analyze
    customers perception)

    3. Getting customer feedback through face to face conversation
    or meeting.

    4. Feedback through appreciation letter.

    5. Direct customer feedback through surveys and questionnaires.

    Indirect Methods

    Customer Complaints: Customers complaints are the issues
    and problems reported by the customer to supplier with
    regards to any specific product or related service. These
    complaints can be classified under different segments
    according to the department.
    Customer Loyalty: A customer is said to be loyal if he revisits
    the organisation on regular basis for purchases. These loyal
    customers are the satisfied ones and hence they are
    bounded with a relationship with the organisation. Hence by
    obtaining the customer loyalty index, seller can indirectly
    measure customer satisfaction.


    1.Survey Customers

    This is probably the only way to get customer feedback. They can
    provide surveys in several ways (through mail, email, over the
    phone or websites) and in order to get the best information, we
    should allow customers to answer questions on a weighted
    scale.

    2.Find Out Where are Failing

    If organisation not meeting customer requirements, they need to find
    out where the failure is occurring. Examples of general questions that
    would behave the company to know where the lines of communication
    are breaking down so that relationship with customers can be mended
    are as follows:

    1.Are the products less than what is advertised?
    2.Are customer service representatives dropping the call on customer
    concerns and managing their complaints?

    3.Assess the Competition

    If the organisation dont know why customers prefer another
    brand, the organisation need to know what are products and
    services providing by competitors.
    The Disconfirmation Model
    "The Disconfirmation Model is based on the
    comparison of customers [expectations] and
    their [perceived performance] ratings.
    Specifically, an individuals expectations are
    confirmed when a product performs as
    expected. It is negatively confirmed when a
    product performs more poorly than expected.
    The disconfirmation is positive when a
    product performs over the expectations.
    Expectancy Value Measures Satisfaction

    Expectancy value models have been found to
    perform well in predicting both
    satisfaction/dissatisfaction and behavioral
    intention.
    The Expectancy value model using attitudes
    and beliefs reads:

    Satisfaction
    Overall satisfaction or dissatisfaction with an
    object is often measured using a five-point
    satisfaction scale.
    As an example, "Overall, how satisfied are you
    with Sparkle toothpaste?" could be measured
    with a "Very Satisfied, Somewhat Satisfied,
    Neither Satisfied Nor Dissatisfied, Somewhat
    Dissatisfied, Very Dissatisfied" scale.

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