_C_U_S_T_O_M_E_R

S_A_T__
IS_F_A_C_T__
IO_N
MEANIN
G
 WHO ARE CUSTOMERS

• Internal Customer : are people, departments, units

and groups within an organization served by what we
do.

• External Customer : are end users of the

organization's product or services depositors,
borrowers, investors, etc.
 Why customer
satisfaction
• Customer is the boss of the market.
• Customer dictates market trends and direction.
• The organization is dependent on the customer and not the
other way round.
• Customer satisfaction means loyalty towards the
organization.
• The satisfied customers will help in bringing the new customers
by the “word of mouth”.
 Factors affecting
customer
satisfaction
• PRICE - micromax
• QUALITY - rolls
royce
• SERVICE - dell
• BRAND NAME -
apple
• REPUTATION - nokia
CUSTOMER SATISFACTION PROCESS

Understanding customer
• Step
1: expectations Promises to customers
• Step Execution
2: Ongoing dialog with a
• Step customer Customer
3:
satisfaction surveys
• Step
4:
 CUSTOMER
FEEDBACK
• Customer feedback must be continually done
and monitored.
It enables an organization to:
• Discover customer’s dissatisfaction
• Discover relative priorities of quality
• Identify customer need
• Determine opportunities for improvement
 How to ensure
customer
satisfaction
• Surveys
• Customer feedback
• Comparison with
alternatives
• Employee feedback
• Internet/blogs
• Toll free numbers
9 Dimensions Of
Quality
Presented BY
Vikas Mishra
PGDM-IInd