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Customer Satisfaction: Prepared By: Krisma Joyce S. Salazar, Mba

This document discusses customer satisfaction and focuses on understanding customer requirements, delighting customers, and measuring customer perceived quality. It emphasizes comprehending customer needs, establishing agreed-upon requirements, and resolving issues through effective communication and feedback. Metrics for customer satisfaction include response time, errors, delays, and feedback form results.

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Charmaine Adelantad
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We take content rights seriously. If you suspect this is your content, claim it here.
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164 views26 pages

Customer Satisfaction: Prepared By: Krisma Joyce S. Salazar, Mba

This document discusses customer satisfaction and focuses on understanding customer requirements, delighting customers, and measuring customer perceived quality. It emphasizes comprehending customer needs, establishing agreed-upon requirements, and resolving issues through effective communication and feedback. Metrics for customer satisfaction include response time, errors, delays, and feedback form results.

Uploaded by

Charmaine Adelantad
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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C U S T O M E R

S A T I S F A C T I O N

P R E PA R E D BY: K R I SM A
JOYCE S. SALAZAR, MBA
SERVICE QUALITY
• SERVICE- The results generated, by activities at the interface
between the organization and the customer and by the
organization’s internal activities, to meet customer needs.
FEATURES OF SERVICES
• Speed
• Delivery Schedule
• Care in Handling
• Each Service Offering is Different
CUSTOMER REQUIREMENTS ARE DIFFICULT
TO COMPREHEND
• Difficulty in Estimating Cost
• Difficulty in Measuring Performance of Service
• Difficulty in Marketing Services
CUSTOMER REQUIREMENTS ARE DIFFICULT
TO COMPREHEND
• Difficulty in Measuring Customer Satisfaction
• Psychology of Customers
CUSTOMER
DELIGHT
• Business Thrives on
Customers
• Customer Attribution
“If product is good then
customer will comeback
(again); If not, the product will
come back (returned)’’
• 50 Percent of Problems are
Due to Misunderstood
Requirements
CUSTOMER
DELIGHT
• Contractual and Non-
contractual Requirements
of Customers
CUSTOMER
DELIGHT
• Delighting Customers
CUSTOMER
DELIGHT
• Customer Contact
Personnel
C for Caring
O for Observant
M for Mindful
F for Friendly
O for Obliging
R for Responsible
T for Tactful
THE
KANO
MODEL
THE

CUSTOMER SATISFACTION
KANO
MODEL
EXCITEMENT QUALITY

ABSENT PRODUCT PRODUCTION FULLY IMPLEMENTED

L ITY THRESHOLD (BASIC) QUALITY


A
E QU
A NC
RM
R FO
PE
THE KANO MODEL
• BASIC QUALITY is also called threshold quality
Customer Complaints
Warranty data
Product recalls
Number of lawsuits
Things gone wrong
Other failure reports
THE KANO MODEL
• PERFORMANCE QUALITY
This is also called as voice of
customer
THE KANO MODEL
• EXCITEMENT QUALITY
• Basic features
• The features, which give
customer satisfaction
• The features that will excite
the customers
AGREED Invest time for
CUSTOMER understanding Find out the Right
customers’ requirements first
REQUIREMENTS requirements
Checklist for eliminating
communication gap

AGREED Review the contract/


CUSTOMER
REQUIREMENTS
requirements

Foresee and provide for


amendments
AGREED CUSTOMER REQUIREMENTS

Documented policy Code of Good Customer


Handling Practices
Importance of Measuring
Customer Satisfaction
CUSTOMER No Hard and Fast Rule for
PERCEIVED Identifying Measures
QUALITY
Identify Vital Few
Measures
Arrive at
Quantitative Indices
CUSTOMER
PERCEIVED
QUALITY
Customer Perceived Quality

SOME Response Time


MEASURES FOR
CUSTOMER Errors in Documentation
SATISFACTION
Errors in Delivery
Delay in Execution
CUSTOMER
PERCEIVED Delay in Delivery
QUALITY
M E A S U R E S
E V E R Y O N E ’ S
S A T I S F A C T I O N
H O W T O O V E R C O M E
D I F F I C U LT I E S I N
M E A S U R I N G
C U S T O M E R
S A T I S F A C T I O N ?
CUSTOMER FEEDBACK

FEEDBACK FORMS CONFIDENTIALITY DISPLAY RESULT


COMPLAINT RESOLUTION

ANALYZE GIVE BENEFIT OF SATISFYING ANNOYING


INDEPENDENTLY DOUBT TO CUSTOMERS CUSTOMERS
• Aimed at satisfying customers,
resolving problems and take
preventive actions.

COMPLAINT
RECOVERY PROCESS

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