Customer satisfaction is crucial for businesses as it reflects the quality of their products and services, and is the primary aim of every organization. Understanding the diverse types of customers, both internal and external, and continuously adapting to their changing perceptions of quality is essential for maintaining a strong market presence. Collecting customer feedback through various methods helps identify needs, dissatisfaction, and opportunities for improvement.

1. Why customer satisfaction is
important?

2. Who is customer?
He/she is the person who has a need and want to
satisfy needs.

3. Customer satisfaction tips

4. The Customer is the king

5. Customers are looking for quality

6. “We believe in Quality and
Deliver the same”

7. TQM's main aim is meeting customer's
expectations.

8. Customer's satisfaction is the primary
aim of every company. So every employ
should give more importance to it

9. Types of customers
Internal External

10. Internal customers
Customers are from
inside the company.
Every person is in
process.
Each dept is
customer of other

11. External customers
Who uses the product.
Who purchases the
product.
Who influences the sales
of the product

12. “Quality is what customer
perceives to be.
Customer change their needs”

13. Customer perception of Quality
Customer needs goes on some changes
Quality level needs are to be improved
Quality is what customer perceives to be.

14.  Service:-  Provide service
at right time even
though
customers never
complains

15. WWaarrrraannttyy  Represents a promise
of a quality product.
 Force the
organization to focus
on customer needs.
 It attracts and build
the market

16. Price
Nowadays customer is ready to give high price
towards Quality.
Expects to get good product in lower price.
Customer’s perception of value is continuously
changing.
To Succeed the org should identify, verify the
perception of value.

17. Reputation
 Customer wills to buy product from a known
company.
 Reputation brings market to the Org.
 So org should strive for customer for life.

18. Why customers Feedback?

19.  Discover customer dissatisfaction
 Identify customer needs
 Discover priorities of Quality
 Compare performance with the competition.
 Determine opportunities for improvement.

20. Ways to collect customer
complaints

21.  Comment cards - attached to warranty card.
 Customer Questionnaire - survey –mail/e-mail/
telephone.
 Focus groups – customer meeting/ discussions.
 Toll free telephone numbers
 Customer visit.
 Internet- Bulletin Boards.
 Employee feedback.

22. Thank you!!!
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