Finals: Lesson 16 Customer Satisfaction

• Customer Satisfaction - this measures how well the expectations of a customer concerning a product or service provided by your company have been met.
• Customer Satisfaction-  is an abstract concept and involves such factors as the quality of the product, the quality of the service provided, the atmosphere of the location where the product or service is purchased, and the price of the product or service.
•  Customer Satisfaction Surveys - used to gather information to gauge the customer satisfaction.
• Typical areas addressed in the surveys include:

  1. Quality of a product
  2. Value of Product Relative to Price
  3. Time Issues
  4. Atmosphere of the store
  5. Service Personnel Issues
  6. Convenience
• Measuring Customer Satisfaction to Improve Retention:

  1. Surveys
  2. Customer Loyalty
  3. Focus Group
•  Customer Loyalty- is behaviors that customers display, such as revisiting brands to make regular purchases, initiating word of mouth marketing and initiating referrals.
• Focus Group- allow companies to gather input about their product or service from a group of customers.
• Focus Group - it allow companies the opportunity to see customers interact with their products, while ideas develop as the customers respond to each other's responses.
• Surveys-  are a great tool companies can use to measure customer satisfaction, manage customer relationships, and reinforce pleasing experiences to help retain existing customers.
• Methods for Measuring Customer Satisfaction:

  1. Surveys/ Questionnaires
  2. Existing Business Data
  3. Face to face Interactions
• Surveys/ Questionnaires - these method for measuring customer satisfaction is typically lend easy-to-read results that provide insight into how satisfied the customer was compared to their expectations.
•  Existing Business Data - this is information that the company already has, like how many things are sold, how many are returned, and how many complaints are made. This data can show what products are popular and where there might be problems.
• Face-to-face Interaction - this is when a company talks directly to the customer, like a manager at a restaurant checking if you’re enjoying your meal.
• Customer Satisfaction Surveys: Uses and Implementation:

  1. Creating a Survey and Common Questions

  2. Improve Response Rate

  3.  Prioritizing Change and Analysis
• Satisfaction Guaranteed - a common tool for collecting customer feedback is to distribute satisfaction surveys.