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Customer Satisfaction Overview

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Customer Satisfaction Overview

Customer Satisfaction Overview

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  • 1. Customer Service Alliance, Inc. Customer Satisfaction Overview
  • 2.  
  • 3. Value of Exploratory Research Actual Value Perceived Value
  • 4.  
  • 5. Complaints Are Not Enough
    • ‘ Customer satisfaction’ is “customers’ perception of the degree to which the customer’s requirements have been fulfilled.
    • Note: Customer complaints are a common indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction.
  • 6. The customer feedback ‘Iceberg’ Of those whose customer experience is below expectation:- 10% make an official complaint 25% mention the problem to an employee 65% don’t talk to anyone in the organization may take their business elsewhere, but tell lots of other people. You can influence the result It’s unlikely you will know A problem well solved often creates a delighted customer
  • 7. Importance
  • 8. Satisfaction
  • 9. Improving customer satisfaction

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