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Customer Satisfaction Consulting .com
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Customer satisfaction
Companies strive to achieve complete customer satisfaction. They administer surveys,
hire firms; study indexes all to guarantee customer satisfaction, but what is customer
satisfaction? Customer satisfaction has turned into a business catch phase used
to describe how a company measures how pleased consumers are with a particular organization's
efforts in the marketplace. The purpose companies and organization are concerned with the satisfaction of its
customers, is due to the fact that in recent years because of improvements in technology
the differences between similar products and services are no longer the quality
of the product, leaving the only competitive advantage being price and how the front-line
employees treated the consumer. Because of this organization must retain customers
and increasing the number of its customers in order to maintain profit growth. The state of satisfaction is mostly a psychological state, and often times it is
difficult to actually measure quantitatively. In other words, it is hard to rate
satisfaction on an overall scale of 1 to 10, especially when no units of satisfaction
have been defined. For this reason customer satisfaction surveys usually involve
questions that have answers such as: most likely, likely, and least likely to purchase
the product/service again, or recommend the product/service to a friend or relative.
When companies and organizations receive low scored, they then response by rethinking
how they handle customer complaints, and retraining their employees to be more customer-friendly.
However, this raises the question: How much profit would the company had retained
and made if the company had always put their customers first, instead of their bottom
line?
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