Customer satisfaction and Organizational Culture

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The culture scores and customer satisfaction scores of auto dealerships were compared. The comparison shows a link between higher culture scores and higher customer satisfaction ratings. Customer Focus and Coordination & Integration were indexes that had the highest correlations with customer satisfaction scores

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  • In a study with respondents from 240 automotive dealerships, composite culture scores were created from dealerships with below 50% customer satisfaction and dealerships with over 80% customer satisfaction. Findings show that the dealerships with higher satisfied customer satisfaction scores also had higher culture scores relative to the dealerships with lower customer satisfaction. Customer Focus and Coordination & Integration had the highest correlations with customer satisfaction scores. These results indicate that it is important for employees to understand the needs of the customer, and share a common responsibility toward customer service to increase customer satisfaction. Notes: Customer satisfaction scores were from a national customer satisfaction survey administered by an independent research firm. Research Note – Customer Satisfaction: What Impact does your Culture Have?
  • Customer satisfaction and Organizational Culture

    1. 1. Customer Satisfaction <ul><li>Firms with higher culture scores have higher customer satisfaction ratings. </li></ul>All content and images Copyright © 2010 Denison Consulting, LLC. All Rights Reserved.

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