MEASURING CUSTOMER SATISFACTION SURVEY

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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!!!!!!!!!!!!!!!!