Customer satisfaction

• Customers are important to a business as they are the people who buy the goods and services.
• If customers are not satisfied the business will not be able to sell, therefore no profit will be made and the company could go out of business.
• Customers give a business money in return for goods and services, provided in a way that makes the customer happy.
• Types of customers- One off/single

  A customer that may need a single item & will never appear again.
• Types of customers- Repeat

  A customer that needs/wants a steady supply of the same or similar goods. 
• What is customer service

  Customer service is the service consumers receive before, during and after they have purchased a good or service.

  Positive customer satisfaction relies on good customer service.
• Benefits of customer service

  Customer loyalty, improved reputation, employee satisfaction
• Why is customer loyalty good for a business

  If customers receive good quality service they will be more likely to return therefore will lead to increased sales and profits
• Why is good reputation good for a business

  Customers who have received a good service will be more likely to recommend the company to family and friends and may attract new customers meaning a larger market share for the company
• Why is employee satisfaction good for a business

  Customers who are satisfied are less likely to complain. Having fewer complaints to deal with contributes to a business having a more motivated workforce.
• Poor customer service results in

  Decrease in profits, Bad reputation, loss of market share, Loss of competitive edge, Low staff morale
• What are ways businesses can maximise customer satisfaction

  market research, staff training, after-sales service, customer care strategy, customer complaints procedures, quality products