Why customer satisfaction is important?
- 1. Why customer satisfaction is important?
- 2. Who is customer? He/she is the person who has a need and want to satisfy needs.
- 4. The Customer is the king
- 5. Customers are looking for quality
- 6. “We believe in Quality and Deliver the same”
- 7. TQM's main aim is meeting customer's expectations.
- 8. Customer's satisfaction is the primary aim of every company. So every employ should give more importance to it
- 9. Types of customers Internal External
- 10. Internal customers Customers are from inside the company. Every person is in process. Each dept is customer of other
- 11. External customers Who uses the product. Who purchases the product. Who influences the sales of the product
- 12. “Quality is what customer perceives to be. Customer change their needs”
- 13. Customer perception of Quality Customer needs goes on some changes Quality level needs are to be improved Quality is what customer perceives to be.
- 14. Service:- Provide service at right time even though customers never complains
- 15. WWaarrrraannttyy Represents a promise of a quality product. Force the organization to focus on customer needs. It attracts and build the market
- 16. Price Nowadays customer is ready to give high price towards Quality. Expects to get good product in lower price. Customer’s perception of value is continuously changing. To Succeed the org should identify, verify the perception of value.
- 17. Reputation Customer wills to buy product from a known company. Reputation brings market to the Org. So org should strive for customer for life.
- 19. Discover customer dissatisfaction Identify customer needs Discover priorities of Quality Compare performance with the competition. Determine opportunities for improvement.
- 20. Ways to collect customer complaints
- 21. Comment cards - attached to warranty card. Customer Questionnaire - survey –mail/e-mail/ telephone. Focus groups – customer meeting/ discussions. Toll free telephone numbers Customer visit. Internet- Bulletin Boards. Employee feedback.
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