logging in or signing up MEASURING CUSTOMER SATISFACTION SURVEY sarathagni Download Post to : URL : Related Presentations : Let's Connect Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Copy embed code: Embed: Flash iPad Dynamic Copy Does not support media & animations Automatically changes to Flash or non-Flash embed WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 2043 Category: Business & Fin.. License: All Rights Reserved Like it (0) Dislike it (0) Added: February 01, 2011 This Presentation is Public Favorites: 2 Presentation Description No description available. Comments Posting comment... By: zainalmn (35 month(s) ago) Good material, Great... I wish to request 1 copy, can help me for my class discussion. Thanks Saving..... Post Reply Close Saving..... Edit Comment Close By: Isrina (37 month(s) ago) nice presentation Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Slide 1: MEASURING CUSTOMER SATISFACTION SURVEY; DESIGN By Sreeja.S Whose perspective? : Whose perspective? products people processes outcomes results benefits Lens of the organisation Lens of the customer Slide 3: Confirmation Negative confirmation Positive confirmation What is Customer Satisfaction / Dissatisfaction? Perceptions Expectations Perceptions Expectations Perceptions Expectations > = < Slide 4: CUSTOMER SATISFACTIO N VEHICLE OF ENTERPRISES Golden rules of CS : Golden rules of CS Believe the customers Gather customer feed back Focus on continual improvement Solicit good and bad feed back Seek real time feedback Don’t spent vast scheme of money Make it easy for customers to provide feedback. Use feedback to make quick change. Slide 6: Benefits of Customer Satisfaction Positive word-of-mouth Purchase more frequently Less likely to be lost to competitors Insulated from price competition Positive work environments VALID REASON FOR DEVELOPING NEW SURVEY : VALID REASON FOR DEVELOPING NEW SURVEY NO PREVIOUS SURVEY OLD SURVEY DOESN’T GATHER THE REQUIRED DATA OLD SURVEY IS POORLY DESIGNED Slide 8: Customer satisfaction surveys–twice a year(min) 4times(max) Choice of method depends on -customer characteristics -time availability -cost the enterprise is willing to incur -information that the co. wishes to maintain Survey principles : Survey principles Statistically sample events when they complete Telephone and e-support. Extremely short surveys Don’t over survey anyone. Graph changes over time . Set goals Comparison Work on customer perception Customer focus : Customer focus Creating better product or service Offering customer experience. Building deep customer relationship. The main survey : The main survey STEPS IN DESIGNING CUSTOMER SATISFACTION SURVEY : STEPS IN DESIGNING CUSTOMER SATISFACTION SURVEY STEP - 1 : STEP - 1 DECIDE THE OBJECTIVE OF THE SURVEY STEP - 2 : STEP - 2 DETERMINE WHO SHOULD COMPLETE THE SURVEY STEP - 3 : STEP - 3 DEVELOP THE SURVEY:- Formulate questions whose answers will help to decide what needs to be changed to achieve the objectives There are some methodological issues to consider when creating a questionnaire : There are some methodological issues to consider when creating a questionnaire Data collection mode Respondent effort Question wording Question sequence Question format Question structure Information accuracy Measured behaviours Slide 17: Visual layout Analytical plan STEP 4 : STEP 4 ADMINISTER THE SURVEY STEP 5 : STEP 5 ANALYZE THE RESULT STEP 6 : STEP 6 COMMUNICATE THE RESULT Slide 21: FedEx’s “Hierarchy of Horrors” wrong-day delivery right day, late delivery pick-up not made lost package customer misinformed by FedEx billing and paperwork mistakes employee performance failures damaged packages ©2006 Thomason Learning, Inc. South-Western Slide 25: ©2006 Thomason Learning, Inc. South-Western Criticisms of Customer Satisfaction Research Focus is on current needs only Focus on registered complaints Focus on global attributes Fails to involve employee viewpoints Customers may not know what they want E-sava/ E-governance : E-sava/ E-governance Thank you!!!!!!!!!!!!!!!! : Thank you!!!!!!!!!!!!!!!! You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.