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Recommended: Some literature review of customer satisfaction
Topic: Customer Satisfaction
Customers are an essential element for any business. Customers generate revenue streams that maintain the operations of a business; they’re also a form of marketing as they share their experience, both good and bad, with others. In addition, customers provide metrics for businesses to improve their processes. Because customer satisfaction measures how services and products provided by businesses meet, exceed, or fall short of customer’s expectations, it is vital for companies to understand the elements of customer satisfaction and how they can impact the bottom line.
Identifying how customer needs are being met and how satisfaction is being measured is vital. Customer satisfaction is crucial because it can provide a business with key insights and areas of improvement that it would otherwise miss. When measuring customer satisfaction it is important to think about the needs and wants of the customer so that you utilize the appropriate feedback tool.
Presently, TiER1 does not have a formalized system for maintaining customer feedback. They have a simple survey in place, but the survey is not provided to all of their customers. In fact, TiER1 is not even communicating the results with any of their customers.
Recommendations: In order to improve the feedback process within TiER1, we would recommend they implement a tool for feedback that caters to their customer’s needs. In fact, this would be a good place for an initial Kaizen. In addition, we would also recommend TiER1 develop a system for handling the incoming feedback and institute follow-up procedures to ensure superior customer satisfaction. TiER1 can measure their customer satisfaction with the use of one of the following feedback tools:
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...ndianapolis work on projects through Cincinnati and the reverse is true as well”. We are not recommending a process change in staffing what we are suggesting is that TiER1 work on shared programs in Marketing, Promotion, Sales, and Community Engagement between the locations. For example, TiER1 has a Community outreach in Cincinnati every year called the Scurry. It is for Learning Programs for inner city kids in partnership with the Cincinnati Bengals. They have raised over 500,000 over the last six years. A recommendation is to have the other offices participate or even better build a shared community outreach between the cities. A key elelment we strongly recommend is to have all the locations participate in the knowledge management effort (Lessons Learned) across TiER1. In fact, it would be a good idea to have this lead outside the headquarters of Cincinnati.
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Measuring this satisfaction is an important element of providing better, more effective and efficient services. When customers are not satisfied with a service as provided, the service is neither effective nor efficient and can result in a loss of business. Why do we measure customer satisfaction? The level of customer satisfaction with services is an important factor in developing a system of service provisions such as the 7P's: § Product § People § Price § Physical Evidence § Place § Processes § Promotion Theses areas of any business are responsive to the customers needs while minimising costs and time requirements and maximising the impact of the services on target populations.
Customer feedback is important because in this way the company not only found out problems but also gained better knowledge of what customer wanted and demands.
The first strategy is to provide value added feedback to employees. Critical Talent both expect and deserve feedback at other times that just at performance reviews. Feedback needs to be regular, specific, timely, and valuable to the employee.
Listening and active listening: we have to listen our customers why they don’t happy with our service what we have to do for improve our service, get the feedback from customers and write down a note.
Ensuring that the customer experience can be reviewed is important because it will provide the hospital with an understanding that they are hitting the mark. If not, they have data to quantify the need for changes. Feedback from insurers will allow information to be transmitted correctly. The feedback will allow the hospital to determine if they are having delays in receiving payments or if payments are being coded incorrectly and losing money. Monitoring feedback from the doctors will allow the hospital the opportunity to ensure that their staff is performing at a quality level.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
f) Organizational goal: - Air New Zealand take feedback from the customer because it’s most important factor because if customer give bad feedback so company can improve where customers are not satisfied for the service.
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
Many scholars believe that customer satisfaction has a crucial role in the success of a business, and is pivotal in increasing the overall profitability of the business (Kotier, 1991). Customer value is gained through the experience they receive from the goods or purchases they have obtained from a certain business. Customer value has various definitions and concepts, Holbrook (1999) stated that it is a kind of “interactive, mutual, and preferred experience”; but simply said, “the term customer value has many meanings.”
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.
How do you tell your clients that they are valuable to your business? In today’s market there is a large availability of online tools that can create excellent and responsive customer service support. Different online tools can be integrated into a products or service website. Such tools can improve customer satisfaction and retention. Whether you have just 1 person handling customer care or a whole group of people there are many tools that can improve, organize and maintain excellent customer support. The most important tool is customer satisfaction. There are many online customer satisfaction tools available which will allow your business to evaluate and measure the satisfactions of your clients. Customer satisfaction is a great way to measure how pleased the customer is with your product, how easy or not so much it is to navigate through the check out process and really anything that you decide to add to the customer satisfaction survey. A tool called ZenDesk is a help desk and ticket support software that offers a support system that is organized, and prioritized to ensure that customers queries are responded to within a set time line. This tools can automatically measure customer service satisfaction by offering customers to rate tickets after each query is solved. This tool also provides the possibility to measure the time frame in which a query was solved. An online chat session is also available
Customer service has been around for many years. When customer service first came into place in the business world, it was in stores. In society today customer service is with any job with any company. “Customer service is not a department, it’s everyone’s job. -Anonymous”. (Walter). Customer service is taking care of your customers. Every customer needs to be treated the same with excellent customer service no matter the business or the age of the customer. All employees need to adapt to each customers’ needs in order to provide the best experience possible.
It’s subjective opinion or psychology of customers. Satisfaction is often confused with loyalty. The range of customer’s emotion is shown with surprise, contentment, happy, unhappy or relief. The entire gap between perceived quality and expected quality is influenced customer satisfaction. Customer loyalty is always is frequency buying action.