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P. 1
Customer Satisfaction

Customer Satisfaction

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Published by Amar Salunkhe

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Published by: Amar Salunkhe on Feb 13, 2012
Copyright:Attribution Non-commercial

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05/13/2014

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CUSTOMER SATISFACTION
 
Customer satisfaction researchfocusses on two key issues
Understanding the expectations andrequirements of the customers
Determining how well a company andits major competitors are succeeding insatisfying these expectations andrequirements
 
Some research findings
One hundred satisfied customersgenerate 25 new customers
For every complaint received, there are20 other customers who feel the sameway but do not bother to complain.
The cost of accquiring a new customeris 5 times as great as the cost of keeping a satisfied customer.

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