Customer Service Alliance, Inc. Customer Satisfaction Overview
 
Value of Exploratory Research Actual  Value Perceived Value
 
Complaints Are Not  Enough <ul><li>‘ Customer satisfaction’ is “customers’  perception  of the degree to which the custome...
The customer feedback ‘Iceberg’ Of those whose customer experience is below expectation:- 10% make an official complaint 2...
Importance
Satisfaction
Improving customer satisfaction
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Customer Satisfaction Overview

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Customer Satisfaction Overview

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Customer Satisfaction Overview

  1. 1. Customer Service Alliance, Inc. Customer Satisfaction Overview
  2. 3. Value of Exploratory Research Actual Value Perceived Value
  3. 5. Complaints Are Not Enough <ul><li>‘ Customer satisfaction’ is “customers’ perception of the degree to which the customer’s requirements have been fulfilled. </li></ul><ul><li>Note: Customer complaints are a common indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction. </li></ul>
  4. 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
  5. 7. Importance
  6. 8. Satisfaction
  7. 9. Improving customer satisfaction

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