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Customer Satisfaction
- 1. Customer Satisfaction in the Automotive Industry Group Presentation Prepared by: Carlos Castro, Colin Chirairo, Mouawia Al Lababidi, Natalia Kudelina, NataliyaPenkova, Tudor Opris, AundreaCozzo, Migiwa Sakurai
- 3. Measurements of Customer Satisfaction
- 4. Examples across the Industries
- 5. Customer Satisfaction in Automotive Brands
- 6. What causes customer satisfaction in Automotive Brands?
- 8. ten domains of satisfaction CUSTOMERSATISFACTION
- 9. Measuring the customer’s satisfaction. Psychological elements
- 10. Example/ Toyota
- 12. Luxury
- 13. Value / Longevity
- 14. Reliability
- 17. Conclusion
- 18. Customer Satisfaction in the Automotive Industry Group Presentation Prepared by: Carlos Castro, Colin Chirairo, Mouawia Al Lababidi, Natalia Kudelina, NataliyaPenkova, Tudor Opris, AundreaCozzo, Migiwa Sakurai
Editor's Notes
- The Ten Domains of Customer Satisfaction Excerpts from “What Customers Want” by Bart Allen Berry Quality- Compared with the best available or the best the customer is familiar withError Free/Defect FreeSupplier personnel are subject matter experts and have general systems knowledge Value- Value is compared with the best price the customer has experience with or knowledge ofIf prices are higher, negatives must be offset by strong positive features or benefits value is calculated after the sale when product/service continues to serve customer well over time Timeliness- Product or service delivered early or at the agreed upon timePersonnel take all the time required to meet customer needsProduct or service is delivered as fast as possible with minimum wait times Environment- The supplier’s plant/offices/store are safe, clean and well organizedCustomer’s fees psychologically welcome and valued as customers Ease of Access- There are no barriers or inconveniences between the customer and accessing product or service (hours open, location easy to find, get to right person with information etc.)Pathway signage is clear and adequate staffing and interface resources are provided for customer’s convenience Efficiency- Supplier offers a single point of access with the minimum number of steps possible for fulfillment of customer needs without repeat or redundancy. Self-Management- (front line service behaviors) Front line personnel are dressed appropriate with the benchmark of their trade and make good first impressionFront line personnel are courteous and attentive with subservient/serviceful attitude Front line personnel give customers their full attention Teamwork- Employees facilitate smooth customer hand offs between departments Employees in different departments and throughout the suppliers company work well together to meet the needs of the customer Commitment- Supplier is honest and up front with customer about all terms and conditionsSupplier treats customer as most important customerSupplier takes responsibility when things go wrong Innovation- Supplier continuously introduces innovations and improvements to their product line