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CUSTOMER SATISFACTION IN THE AUTOMOTIVE INDUSTRY
Group Presentation Prepared by:Carlos Castro, Colin Chirairo,
Mouawia Al Lababidi, Natalia Kudelina, Nataliya Penkova, Tudor Opris, Aundrea Cozzo, Migiwa Sakurai
Agenda
Definition of Customer satisfaction Measurements of Customer Satisfaction Examples across the Industries Customer Satisfaction in Automotive
Brands What causes customer satisfaction in
Automotive Brands? Conclusion
Definition Is the state of mind that customers have about a
company when their expectations have been met or
exceeded over the lifetime of the product or
service.
Product
Repurchase
Company Loyalty
Customer
Satisfaction
Harvard Business Review
•“The Gulf between satisfied customers and Completely Satisfied customers can swallow a business”
ten domains of satisfaction
Inter-departmental
Teamwork
CUSTOMER SATISFACTION
Customer Satisfaction Measurement Facts (by Quality Digest
Article)
! 5%Increase in loyalty can increase profits by 25-85%
! Only 4 % of unsatisfied customer will
complain
! Unhappy customer tells 9 other people
! Happy customer tells 5 about their good
treatments.
Measuring the customer’s satisfaction.
Psychological elements
• Thinking• Evaluating
Cognitive
Example/ Toyota for a successful business = Building trust with every
customer
“Customer first, Quality first.”Design Production Sales After-sales
Automotive Trends
Changing consumer lifestyles and expectations for experiences wanted from their automotives
Environmental impact Luxury Value / Longevity Reliability Safety
What Causes Customer Satisfaction
Customer Expectations
QualityReliability
ValueFunction
Performance
Customer Satisfaction
Customer Needs
QualityReliability
ValueFunction
Performance
Post Purchase Behaviors
Customer ComplaintsWord of Mouth
RepurchaseLoyalty
Conclusion
CUSTOMER SATISFACTION IN THE AUTOMOTIVE INDUSTRY
Group Presentation Prepared by:Carlos Castro, Colin Chirairo,
Mouawia Al Lababidi, Natalia Kudelina, Nataliya Penkova, Tudor Opris, Aundrea Cozzo, Migiwa Sakurai
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