CUSTOMER SATISFACTION

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CUSTOMER SATISFACTION M.B.A ‘D’ 2nd yr 3511140212 3511140246 3511140231 35111402 :

CUSTOMER SATISFACTION M.B.A ‘D’ 2 nd yr 3511140212 3511140246 3511140231 35111402

What is Satisfaction?:

What is Satisfaction? It is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations. Satisfaction = function (perceived performance /expectations

CUSTOMER SATISFACTION:

CUSTOMER SATISFACTION The most important asset of any organization is its customers Satisfied customers pay their bills promptly which greatly improves cash flow – the lifeblood of any organization

Cont..:

Cont.. CUSTOMERS EXPERIENCE OF A PRODUCT OR A SERVICE IS MULTIFACETED SO HARD TO DETERMINE IT NEEDS TO BE MEASURED INDIVIDUALLY TO GET AN ACCURATE TOTAL PICTURE OF CUSTOMER SATISFACTION

Cont…:

Cont… Similarly customer’s view about a product or service are useless if customer’s view about competitors products are not understood The value customers places on the product compared to another may be a better indication of customer loyalty.

TYPES OF CUSTOMER :

TYPES OF CUSTOMER External Customer Internal Customer

CUSTOMER PERCEPTION OF QUALITY:

CUSTOMER PERCEPTION OF QUALITY FACTORS THAT INFLUENCE PURCHASING PERFORMANCE FEATURES SERVICE WARRANTY PRICE REPUTATION

FEEDBACK:

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

PowerPoint Presentation:

ONCE U HAVE IDENTIFIED THE COMPLAINTS/ PROBLEMS NOW TURN TO ELIMINATION. INCORPORATE CUSTOMER VOICE INTO PRODUCT/ SERVICE

Mass Customization:

Mass Customization GIVE CUSTOMER EXACTLY WHAT CUSTOMER WANTS

Mass customization:

Mass customization IN AUTOMOBILES IT IS SINCE MANY YEARS CUSTOMER MAY DETERMINE WHAT TYPE OF SEAT COVERINGS, COLOUR & STEREO SYSYTEM THEY WANT

Mass customization:

Mass customization Modular design Delayed differentiation

MODULAR DESIGN:

MODULAR DESIGN Is a form of standardization in which component parts are subdivided into modules that are easily replaced or interchanged. It allows: Easier diagnosis and remedy of failures Easier repair and replacement Simplification of manufacturing and assembly DISADVANTAGE : Variety Decreases

DELAYED DIFFERENTIATION:

DELAYED DIFFERENTIATION Delayed differentiation is a postponement tactic Producing but not quite completing a product or service until customer preferences or specifications are known

CUSTOMERS’ REQUIREMENTS:

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

IN OTHER WORDS:

IN OTHER WORDS NORMAL REQUIREMENTS MORE IS BETTER EXPECTED REQUIREMENTS MUST BE EXCITING REQUIREMENTS DELIGHTENING,EXCITING, WOW FACTOR

PowerPoint Presentation:

+ + - - Satisfaction Dissatisfaction Service Dysfunctions Service Fully Functions EXCITERS Must Be MORE IS BETTER Less satisfied when the product or service is less functional, but cannot increase satisfaction substantially if operational - "up-time" If the requirement is absent it does not cause dissatisfaction, but it will delight clients if present - "camera options " The more requirements are met the more one is satisfied KANOS MODEL