Customer satifaction


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Customer satifaction

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