Customer Satisfaction Survey...

Customer Satisfaction Survey  Customer satisfaction is the key to long term success for an organization. If the customers of the organization are not happy then the organization will lose them to the competitors and lose out on the sales revenue. Understanding the customers and their needs goes a long way towards the provision of excellent customer service and high customer satisfaction. Customer satisfaction is not something that can be presumed. In fact, it is a thing which needs to be measured through customer satisfaction surveys. While customer satisfaction surveys are a good way to determine what the customers think about the organization, products, or services, they also help to find out the satisfaction or dissatisfaction of the customers with the products and services of the organization. Customer satisfaction surveys are also the best way to uncover customer needs, their likes and dislikes, what they think about the prices, how well the organizational employees are serving them, why they cancel their orders with the organization, and finding out the areas of improvement etc. The surveys go a long way to strengthen relationships with the customers and help build trust and loyalty. Learning what the customer needs and whether or not they are being met is arguably more important than having a great product, because a great product is not necessarily great if it leaves the customer unsatisfied. With a customer satisfaction survey, the organization has the following ability. To see how customers feel about the organizational products and services To understand customer’s priorities To get knowledge about the customers’ perception of the organizational performance and its customer service To understand organizational performance relative to the customers’ priorities To see how customers feel about the market, and what they need To obtain useful data for a...

Customer Satisfaction...

Customer Satisfaction  Customer is defined as one who receives the product or service which is provided by the organization and which has value. Customer satisfaction is a term which is frequently used in marketing. The term is the measure of the degree to which a product or service provided by the organization meets or exceeds the expectations of the customer. Customer satisfaction is defined as ‘the number of customers, or percentage of total customers, whose reported experience with the organization, its products, or its services (ratings) exceeds specified satisfaction goals’. Customer expectations are continuously increasing. Brand loyalty is a thing of the past. Customer seeks out products and organizations that are best able to satisfy his requirements. A product does not need to be rated highest by the customer on all dimensions, only on those he thinks are important. The customer is always right. The job of the organization is to provide the customer what he wants and when he wants it. Customer satisfaction is the perception of the customers that the organization has met or exceeded their expectations. Customer satisfaction is important since it provides the management of the organization with a metric that can be used to manage and improve the operations and the functioning of the organization. It is also essential for the organization so that it can achieve success in today’s competitive market place. An organization cannot create customer satisfaction just by meeting customer’s requirements fully because these are to be met in any case. However falling short is certain to create dissatisfaction of the customers. Customer satisfaction is seen as a key performance indicator within an organization and is often part of a balanced score card. Low levels of customer satisfaction adversely affect the sales and profitability of the organization. In a competitive marketplace where organizations...