Customer satifaction
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Customer satifaction

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    Customer satifaction Customer satifaction Presentation Transcript

    • Customer satifaction
      presented:-
      arpanakumari
      roll no:-13
    • Customer satifaction
      The customer is the king
      Quality is what customer wants
      Customer satisfaction must be the primary goal of any organization therefore every employee should understand the importance of customer
    • What is customer satisfaction?
      expectation
      performanc
      e
      expectation
      performance
      9
      8
      5
      8
    • Examples of customer satifaction
      It is no longer enough to satisfy customers you must delight him
      Mc donold
      ICICI Bank
    • how customer satisfaction has improved from traditional to modern business organization
    • Who are the customer
      Important people in business
      Life blood of business
      A part of business,not outsiders
    • Customer satisfaction in modern contest
      customer
      grievances
      customer timely
      focus supply
      customer special requirement
      feedback of customer
      Customer satisfaction
    • Types of customers
      Two types
      internal customers
      external customers
      Internal customers
      customer inside the company
      every person in the process
      each department is customer of another
    • External customers
      who uses the product
      who purchases the product
      who influences the sale of productsss
    • Understand satifactiondrivery
      Services quality
      Emotional factor
      Customer satisfaction
      Product quality
      price
    • Customer retention
      Process of retaining the existing customers
      Customers retention is powerful than customer satisfaction
      RESEARCH
      60%revenue existing customers
      96%customer don’t complaint but share with oters
      91%unhappy customers never purchase goods again
      82-95%customers retain if responded properly
    • Different forms of satisfaction measurement
      Feedback forms
      Annual customer satisfaction in survey
      Online polls
      Crm soft war
      Customer service feedback
      Online questionnaries
      Phone or fax surveys
    • conclusion
      There is only one boss.the customer and he can fire every body in the company from the chairmah on down, simply by spending his money somewhere else. “if we don’t take care of our customers,someone else will”.