Customer satisfaction

BY SHREYA GUPTA & KOMAL SHARMA

CUSTOMER SATISFACTION: When the

customer perceive expected value from the product

is called customer satisfaction.

The purpose of our study is to find out what

efforts do company make to increase satisfaction

of their customer and how they try to retain them

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Fast, efficient and accurate service.

High quality products at a competitive price.

Friendly, helpful and knowledgeable staff to

provide information and responses to their

questions.

Prompt responses to their inquiries whether online,

by phone or in person.

Sufficient stock to meet their needs without a long

wait.

A trained staff that can handle their questions

without referring them on.

A clean facility or easy to navigate websites.

Complaint and suggestion systems:

A customer-centered organization makes it easy for customers to register suggestions and complaints. Companies are also using Web sites and e-mail for quick, two way communication.

Customer satisfaction surveys:

Periodic surveys is a way to measure the customer satisfaction. Customer rate law also tells about the customer satisfaction. Questionnaire from the customers who have stopped buying or who have switched to another supplier to find out why? And finally companies can hire mystery shoppers to pose s potential buyers and report on strong and weak points experienced in buying the companies’ and competitors’ products.

1. By providing great customer experience, we

can convert a customer to a satisfied customer

2. Companies should learn from past experiences and

always focus on providing good service to customer to

develop them into advocates and partners.

3. Different forms of relationship marketing can also

be used for the same. Five levels of investment in

customer relationship building are:

a) Basic marketing

b) Reactive marketing

c) Accountable marketing

d) Proactive marketing

e) Partnership marketing

4. Companies can also add financial, social or

structural benefits for developing stronger

customer bonding and satisfaction.

5. A satisfied customer will come back for a

repeat purchase. Thus, Customer Retention is a

good sign of a satisfied customer.

Companies should inculcate an ideology that “customer comes first”.

They should continue efforts to always improve customer service.

Companies need to continue to communicate with customers at every stage of their interaction.

They should focus on being able to provide each customer customized experience.

Best customer retention strategies :

1. Welcome the complaints received.

2.Instigate the loyalty program

3.Send out questionnaires and surveys to existing customers

4.Check for repeat sales often to instill company’s brand

5.Reactivate dormant customers

6.Schedule a frequent communications plan to customer base

7.Provide exceptional customer service

8.Make a good first impression

9.Make courtesy top priority with all customer-facing staff

10.Do regular reviews

We can assure that:

This research of our will bring a practical approach

to many sellers and buyers as well that what efforts

should companies make to increase the satisfaction

of their customers and what points should customers

keep in their mind while purchasing a

product??????????

THANK

YOU!!!!!!