Customer satisfaction
This document discusses customer satisfaction. It defines customer satisfaction as when a customer's expectations of a product or service have been met or exceeded over time. It identifies internal and external customers. It explains that customer satisfaction can be measured cognitively, affectively, and behaviorally. Factors that influence customer satisfaction include perceived quality, product attributes, customer expectations, and post-purchase behaviors like complaints and repurchases. The goal is to create loyal customers who will continue to do business with a company. A satisfied customer may or may not return while a loyal customer always will. The document stresses the importance of exceeding customer expectations to achieve satisfaction and loyalty.
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Customer satisfaction
- 1. CUSTOMER SATISFACTION PREPARED BY PELUMI ALLI
- 2. WHAT IS CUSTOMER SATISFACTION? It 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.
- 3. WHO ARE YOUR CUSTOMERS? Internal Customer are people, departments, units and groups within an organization served by what we do. External Customer are end users of our organization's product or services. Depositors, Borrowers, Investors, etc.
- 4. MEASURING CUSTOMER’S SATISFACTION • Thinking • Evaluating Cognitive • Emotional- feeling • Like/Dislike Affective • Current/Future actions Behavioural The customer is our reason for existing The customer is always right The customer is the boss
- 5. WHAT CAUSES CUSTOMER SATISFACTION? Perceived Quality Product or Service Attribute 2 Product or Service Attribute 3 Customer Expectations Quality Reliability Value Function Performance Customer Satisfaction Customer Needs Quality Reliability Value Function Performance Product or Service Attribute 1 Post Service Behaviors Customer Complaints Word of Mouth Repurchase Loyalty
- 7. CUSTOMER LOYALTY ☺ Satisfied customers create profits. Profits, in turn create organizational success and the ability to pay employees. A loyal customer is a step above a satisfied customer. A loyal customer always come back and do business with us, while A satisfied customer may or may not come back. The choice lies with the customers as the organization tends to suffer if they don’t like what you offer or the way you offer it and they can simply look elsewhere for similar goods or services.
- 9. SATISFACTION / DISSATISFACTION Satisfaction level Need Need Met Beyond satisfaction zone ☺ Dissatisfaction zone
- 10. From your Personal Life Need Need Met Over satisfaction ☺ Dissatisfaction Tell three different interactions that each of them ended up with one of the three possible situations …! Unhappy HappyNeutral