Customer satisfaction and Organizational Culture
 

Customer satisfaction and Organizational Culture

on

  • 1,122 views

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 ...

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

Statistics

Views

Total Views
1,122
Views on SlideShare
1,121
Embed Views
1

Actions

Likes
0
Downloads
12
Comments
0

1 Embed 1

https://twitter.com 1

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • 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 Customer satisfaction and Organizational Culture Presentation Transcript

  • Customer Satisfaction
    • Firms with higher culture scores have higher customer satisfaction ratings.
    All content and images Copyright © 2010 Denison Consulting, LLC. All Rights Reserved.