Customer satisfaction analysis final

1. CUSTOMER
SATISFACTION
ANALYSIS
-Presented by
Hareesh.M
I.D.No: 2014600120

2. CUSTOMER SATISFACTION
• Customer satisfaction is a post-purchase
evaluation of a service offering
• Customer satisfaction is a measure of how
products and services supplied by a company
meet or surpass customer expectation.

3. CUSTOMERS’ REQUIREMENTS
• NORMAL REQUIREMENTS: Are typically what
one gets by just asking customers what they want.
• EXPECTED REQUIREMENTS: Are the obvious
/ compulsory requirements. For example, if meal
is served hot, customers barely notice it. If it's
cold or too hot, dissatisfaction occurs. Expected
requirements must be fulfilled.
• EXCITING REQUIREMENTS: Beyond the
customer's expectations. If provided, customer
would be excited.If not ,they would hardly
complain

4. MANAGERIAL CONCERN WITH
SATISFACTION
• Customer is King, satisfying customer needs
and wants.
• Product/Service Quality leads to Customer
Satisfaction, Loyalty which achieves
Organizational Objectives (e.g. profit, market
share, shareholder value)

5. CUSTOMER PERCEPTION OF QUALITY
American society for quality shows that
important factors that influence purchasing are
1. Performance
2. Features
3. Service
4. Warranty
5. Price
6. Reputation

6. CUSTOMER SATISFACTION SURVEYS
• Surveys and questionnaires are the most
common marketing research methods.
Typically,
They are used to:
• Assess the level of customer satisfaction with a
particular product,service or experience;
• Identify factors that contribute to customer
satisfaction and dissatisfaction;
• Determine the current status or situation of a
product or service;
• Estimate the distribution of characteristics in a
potential customer population

7. CUSTOMER SATISFACTION SURVEY
• Process of discovering whether or not a
company’s customers are happy or satisfied
with the products or services received from the
company. May be conducted face to face, over
the phone,via email or internet or on
handwritten forms. Customer answers to
questions are then used to analyze whether or
not changes need to be made in business
operations to increase overall satisfaction of
customers.

8. FEEDBACK
• Comment Card.
• Customer Questionnaire.
• Focus Groups.
• Toll Free Telephone No.Telephone survey
• Customer Visits.
• Report Card.
• Internet & Computer.
• Employee Feedback.
• Customer complaints

9. COMMENT CARD
• Comment card can be attached to the warranty
card & included with the product at the time of
the purchase
• Intent of this card is to get simple information
such as name , age, address, occupation &
what made the customer buy that product
• Customers do respond when there is something
very good or very bad
• Used in hospitality industry(hotels,
restaurants)

10. CUSTOMER QUESTIONNAIRE
• Popular tool for obtaining opinion &
perceptions about an org./Product/svs
• Costly & time consuming
• Most surveys ask the customer to grade the
question on a 1-5 or 1-10 likert scale

11. TO MAKE SURVEY MORE USEFUL
REMEMBER
1. Clients & customers are not same
2. How u ask a question will determine how the
question is answered
3. The more specific the question, the better the
answer
4. U have only one chance & 15 min.( Max. Time a
customer will give to respond a survey)
5. . Before data are collected , u should know how u
want to analyze & use the data

12. FOCUS GROUPS
• Popular way to obtain feedback
• Surveying a focus group is a research method used to find out what
customers are really expecting
• Group of customers is assembled in the meeting room to collect
information
• Carefully prepared answers r asked by skilled moderator
• Who probes into participants ideas, thoughts perceptions & comments
• People selected have the same profile as the expected customer
• Focus groups r sometimes used within the organization to address
internal issues

13. TOLL FREE PHONE NO.
• Effective technique for complaint feedback
• Organization can respond faster & cheaply to
the complaints

14. TELEPHONE SURVEY
• Introductory letter to customers
– Explain the purpose of the survey
• We need your feedback
• We want to make you as satisfied as possible
– 15 minute telephone interview
• At a time convenient to you
• Only once a year
• Sample of 200 customers
• Representative
– Based on customer value
– Range of decision making roles covered

15. CUSTOMER VISITS
• Visit to a customers place of business is an
effective way to gather information
• Accurate information obtained –people can see
first hand how the product is performing

16. REPORT CARD

18. EMPLOYEES FEEDBACK
• Conventionally companies listen more to
the external customers & less to the internal
customer
• Employees usually provide deeper insight
into conditions
• Customers research reveals what is
happening
• Employees research reveals why it is
happening

19. USING CUSTOMER COMPLAINTS
• Customer complaint is reactive but very useful
ASQ SURVEY REVEALS THAT ABOUT
1. 1.5% complaints reach top management
2. 20% to front line personnel
3. 80% don’t report
• It indicates that it is easy for the top management to
perceive that every thing is ok
• When satisfied customers are included in the data,
no. Of complaints to management is lower than
1.5%
• Frequently dissatisfied customers don’t say anything
& quietly switch over to competitor

20. CHOICE OF SURVEY
• Personal interviews
– Too expensive
• Postal survey
– Lowest cost
– Likely to be a low response rate (20%)
– May not be able to trust the result
• Telephone survey
– Good response rate – reliable result
– On balance the most cost-effective

21. Customer satisfaction
of Maruti suzuki at peaks auto pvt
limited
PEAKS AUTO PRIVATE LTD. Is a new Authorized
Dealer of Maruti Suzuki India Ltd. For
Kashmir , and shall be dealing in Maruti
Suzuki Cars, New as well as certified Used
ones, Maruti Genuine Spares and
Accessories, and providing other services.

22. MAIN PRODUCTS MANUFACTURED BY maruti suzuki
The various products under the brand name
“maruti’ are:
• Maruti 800
• Maruti alto
• Maruti gypsy
• Maruti swift
• Maruti swift desire
• Maruti wagnoR
• Maruti zen
• Maruti Sx4
• Maruti omni

23. Customer satisfaction
of Maruti suzuki at peaks auto pvt limited
Objective:
• To find the satisfaction amongst the customers of Peaks
Auto Ltd
Research Design:
• Detailed and structured questionnaire was designed.
• Survey a sample of 100 customers.
• The methodology developed was Primary and Secondary research.
• The questionnaire was designed to get information from customers
about their satisfaction and overall opinion about Peaks Automobile

24. Continued…
Field of Survey:
• The field work for the survey was conducted in Srinagar. The exercise involved
face to face interview with the customers.
Analysis:
• The important factors and data’s collected were sequentially analyzed and graphed.
Limitations of the Study:
• The sample size is only 100. So, the sample may not be truly representative of the Srinagar
population

25. Data analysis and interpretation

36. RECOMMENDATIONS
• Quality improvement
• Reduce in the delivery time
• Concentrate on supply of the products
• Try to solve the problems of the customers by
direct interaction
• Stability in prices

37. CONCLUSION
• On an average more than 73% people feel
that the prices are affordable whereas 27%
do not agree, 80% believe that attractive
discounts are offered whereas 20% are not
satisfied with the discounts offered.
• 20% said that the test drives are not offered
and 74% said that the test drives are offered

38. Thank you