Customer satisfaction is a measure of how well a company's products and services meet customer expectations. If expectations are met, the customer is satisfied. There are three levels of customer satisfaction: basic needs which prevent dissatisfaction if met, performance needs which increase satisfaction the better they are met, and excitement needs which create customer delight. Factors like price, quality, service, brand, and reputation affect customer satisfaction. Ensuring customer satisfaction through feedback, surveys, and meeting expectations is important as it leads to customer loyalty, retention, and positive word-of-mouth marketing.

1. CUSTOMER
SATISFACTION

2. MEANING
• It is a measure of how products and services supplied by a
company meet or surpass the customer’s expectations.
• Customer expectation is the needs, wants, and
preconceived ideas of a customer about a product or a
service.
• If customer expectations are met then the customer is
satisfied.

3. WHO ARE CUSTOMERS
• Internal Customer : are people, departments, units and
groups within an organization served by what we do.
• External Customer : are end users of the organization's
product or services depositors, borrowers, investors, etc.

4. Why customer satisfaction
• Customer is the boss of the market.
• Customer dictates market trends and direction.
• The organization is dependent on the customer and not the
other way round.
• Customer satisfaction means loyalty towards the organization.
• The satisfied customers will help in bringing the new customers
by the “word of mouth”.

5. Factors affecting customer
satisfaction
• PRICE - micromax
• QUALITY - rolls royce
• SERVICE - dell
• BRAND NAME - apple
• REPUTATION - nokia
• FEATURES - samsung

8. LEVELS OF CUSTOMER
SATISFACTION
1.Basic Needs (Dissatisfiers)
• A service that the costumer takes for granted. He expects it to be present in the
product.
• Absence of this need will lead to dissatisfaction for the customer but the presence
of it will not lead to any satisfaction as such.

9. •Performance needs (satisfiers)
• It is a need or want of the customer which he specifically
asks for.
• Better the performance more will be the satisfaction of the
customer.
• These factors becomes the benchmarks in the competitive
market.

10. •Excitement Needs (delighters)
• A delighter is an unspoken or unexpected requirement of a
customer.
• It leads to very high level of satisfaction or customer delight.
• Absence of delighters does not result in customer
dissatisfaction while its presence will enhance customer
satisfaction.

11. CUSTOMER SATISFACTION FACTS
• 5% increase in loyalty can increase profits by 25% to 85%.
• Only 4% of unsatisfied customers will complain.
• An unhappy customer tells 9 other people.
• A happy customers tells to about 5 other people.

12. CUSTOMER SATISFACTION PROCESS
• Step 1: Understanding customer expectations
• Step 2: Promises to customers
• Step 3: Execution
• Step 4: Ongoing dialog with a customer
• Step 5: Customer satisfaction surveys

13. CUSTOMER RETENTION
• Customer satisfaction should lead to customer loyalty and customer
retention.
• This is the real test and bottom line- when the customer repeatedly comes
back to you for repeat orders and to purchase new products manufactured
by you. (In spite of stiff competition and multiple Suppliers/Sources! )
• Firm orders received or cash payments registered , market share, customer
referrals and customer retention are an indication of your customer success
and penetration in the market.

14. CUSTOMER FEEDBACK
• Customer feedback must be continually done and
monitored.
It enables an organization to:
• Discover customer’s dissatisfaction
• Discover relative priorities of quality
• Identify customer need
• Determine opportunities for improvement

15. How to ensure customer
satisfaction
• Surveys
• Customer feedback
• Comparison with alternatives
• Employee feedback
• Internet/blogs
• Toll free numbers

16. • Quality is defined as excellence in the product or service that fulfil
or exceeds the expectations of the customer.
• There are 9 dimensions of quality that may be found in products
that produce customer satisfaction.
• Though quality is an abstract perception, it has a quantitative
measure Q= (P / E ) , where Q=quality,
P= performance(as measured by the manufacturer.),
and E = expectations( of the customer).
Quality and customer
expectations

17. 9 Dimensions Of Quality