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Customer Satisfaction
Group 2
Judy Ann Sumaoang
Jona Zyra Espinosa
Shaira Lyn Lino
John Paul Pangilinan
Customer Satisfaction is a measurement we used to quantify the degree to which a
customer is satisfied with a product, service or experience.
TYPES OF CUSTOMER
An external customer may be an individual or an enterprise that hires or purchases the
product(s) or service(s) from another person or business in exchange of money.
Internal customers are within the company-the colleagues working together for
delivering a service or product for the external customer.
Dimensions of Quality for Goods and Services
Customer Feedback
Information coming directly from customers about the satisfaction or
dissatisfaction they feel with a product or a service. Customer comments and complaints
given to a company are an important resource for improving and addressing the needs
and wants of the customer. The information is procured through written or oral surveys,
online forms, emails, letters, or phone calls from the customer to the company.
Feedback form
The most common method of obtaining feedback is by giving a response sheet or
a feedback form to the customers at the conclusion of delivery process and seeking
feedback.
Overall impressions about the quality of the product or services provided (tick one)
Excellent
1 Good
Fair
Poor
Whether the job was carried out as originally agreed (tick one)
Totally
2
Partially
Not at all
Whether delivered on time, as scheduled
3 Yes
No
Whether the job was delivered on the scheduled date without reminders
4 Yes
No
Was the service provided by the customer contact personnel satisfactory?
5 Yes
No
Were the other personnel in the organization prompt and friendly?
6 Yes
No
Would the customer like to come back again for the same service?
7 Yes
No
Is he considering an alternative source of supply?
8 Yes
No
Is the customer satisfied with the price paid?
9 Yes
No
Compare the services of the organization with the services provided by any of its competitors
(tick one)
10 Better
Equal
Poorer
Service specific queries:
11 (These are to be chosen depending upon the service provided. For instance, for training program
the following could be added)
Was the faculty well informed?
Yes
No
Could they motivate?
Yes
No
Could they provide adequate case studies?
Yes
No
Confidentiality
In order to get a true feedback, the feedback form should be kept confidential.
Display Results
The display of the feedback is beneficial in two ways to the organization namely:
1. The customers come to know that their feedback is taken seriously by the organization.
2. The employees in the organization know about where they really stand.
Types of Customers
There are four types of customers based on projected customer retention and loyalty to
the brand:
Strangers
Butterflies
True friends
Free loaders