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Customer satisfaction

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Tejas Patil
Tejas Patil

This document discusses customer satisfaction and defines key terms. It explains that customers can be internal or external. Customer satisfaction occurs when customer expectations are met or exceeded. The document outlines ways to improve customer satisfaction such as treating customers well, training staff, building loyalty, listening to feedback, and being accessible. It also discusses the importance of gathering feedback through comment cards, surveys, calls, visits, and online to identify what customers like and dislike and improve products and services.

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CUSTOMER SATISFACTION Presentation by: TEJAS.C.PATIL 1st sem ‘D’ sec
WHO IS A CUSTOMER? He is the person (or the group of persons) who has a need and want to satisfy his needs.
Internal customer: Internal customers are members of an organization who depend on the assistance of one another to accomplish their job responsibilities. TYPES OF CUSTOMER
External customer: External customers use a company’s products or services but are not part of the company. An external customer is an individual who enters the store and buys merchandise.
WHAT IS CUSTOMER SATISFACTION Satisfaction is an overall customer attitude towards service provider or an emotional reaction to the difference detween what customers anticipate and what they receive, regarding the fulfillment of some needs, wants or desire.
CUSTOMER PERCEPTION outcomes results benefits Lens of the customer • PERFORMANCE • FEATURES • SERVICE • WARRANTY • PRICE • REPUTATION
Customer satisfaction
HOW TO IMPROVE CUSTOMER SATISFACTION Treat your customers like they are your boss Train your staff Build customer loyalty to increase customer satisfaction Listen to your customers Run an efficient trust worthy business Email is the best channel to increase customer satisfaction Be accessible
FEEDBACK • Comment Card • Customer Questionnaire • Toll Free Telephone No • Customer Visits • Report Card • Internet & Computer • Employee Feedback • Customer complaints
WHY CUSTOMER FEEDBACK IS IMPORTANT  Gives you a clue about what your customers like and dislike  Shows customers that their opinions matter  Gives you an outside opinion of your company  Improves your products and services  Identify weak areas  Generate new ideas
Customer satisfaction

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Customer satisfaction

  • 2. WHO IS A CUSTOMER? He is the person (or the group of persons) who has a need and want to satisfy his needs.
  • 3. Internal customer: Internal customers are members of an organization who depend on the assistance of one another to accomplish their job responsibilities. TYPES OF CUSTOMER
  • 4. External customer: External customers use a company’s products or services but are not part of the company. An external customer is an individual who enters the store and buys merchandise.
  • 5. WHAT IS CUSTOMER SATISFACTION Satisfaction is an overall customer attitude towards service provider or an emotional reaction to the difference detween what customers anticipate and what they receive, regarding the fulfillment of some needs, wants or desire.
  • 6. CUSTOMER PERCEPTION outcomes results benefits Lens of the customer • PERFORMANCE • FEATURES • SERVICE • WARRANTY • PRICE • REPUTATION
  • 8. HOW TO IMPROVE CUSTOMER SATISFACTION Treat your customers like they are your boss Train your staff Build customer loyalty to increase customer satisfaction Listen to your customers Run an efficient trust worthy business Email is the best channel to increase customer satisfaction Be accessible
  • 9. FEEDBACK • Comment Card • Customer Questionnaire • Toll Free Telephone No • Customer Visits • Report Card • Internet & Computer • Employee Feedback • Customer complaints
  • 10. WHY CUSTOMER FEEDBACK IS IMPORTANT  Gives you a clue about what your customers like and dislike  Shows customers that their opinions matter  Gives you an outside opinion of your company  Improves your products and services  Identify weak areas  Generate new ideas