WHAT IS CUSTOMER SATISFACTION?
It is the state of mind that customers have about a company when
their expectations have been met or exceeded over the lifetime of
the product or service.
WHO ARE YOUR CUSTOMERS?
Internal Customer are people, departments,
units and groups within an organization
served by what we do.
External Customer are end users of our
organization's product or services. Depositors,
Borrowers, Investors, etc.
MEASURING CUSTOMER’S SATISFACTION
Affective • Current/Future
The customer is our reason for existing
The customer is always right
The customer is the boss
WHAT CAUSES CUSTOMER SATISFACTION?
2 Product or Service
Product or Service
Post Service Behaviors
Word of Mouth
☺ Satisfied customers
create profits. Profits, in turn
success and the ability to
A loyal customer is a step above a satisfied customer.
A loyal customer always come back and do business with us, while
A satisfied customer may or may not come back.
The choice lies
customers as the
tends to suffer if
they don’t like
what you offer or
the way you
offer it and they
can simply look
similar goods or
SATISFACTION / DISSATISFACTION
Beyond satisfaction zone
From your Personal Life
Tell three different interactions that
each of them ended up with one of
the three possible situations …!