Satisfaction is a question of perceived Performance & Expectations.
Customer is dissatisfied if -
Performance is less than Expectation
Customer is satisfied if -
Performance matched Expectations
Customer are delighted if -
Performance exceeds the Expectations
'Customer Satisfaction' is meeting the Customer needs. 'Customer Delight' is exceeding the Customer needs...
Customer Satisfaction Measurement:In order to execute ultimate customer care and generate customer delight, its very important to measure customer satisfaction.
4 Methods to Measure Customer Satisfaction are:
1. Complaint & Suggestion system
2. Survey - Customer Satisfaction survey
3. Ghost Shopping
4. Lost Customer Analysis
Organisations should not only monitor their performance in customer satisfaction but also their competitor's performance.
Latika Goel Life Skills Consultant / Visual Communication Designer / Lifestyle Therapist / Sports Psychologist - LetzBFIT, Fortis Escorts | Marathon Runner | Strength Training Expert Founder of Fitness World LetzBFIT with Latika LetzLearn with Latika We design Intensive Training material for Psychology Students through Online / Offline Mode. Author of a Book on Strength Fitness
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