CUSTOMER SATISFACTION

BY: NICOLE M MATEUS

CONTRIBUTING FACTORS
The key determinant of marketing success is the best measurement of customer satisfaction Customer satisfaction creation is a major creator of capital. When satisfaction rankings improve, shareholder value increases.

How satisfied are you ?

Three groups- low, medium and high customer satisfaction.

I am completely satisfied with it (the product or service purchased). Strongly Somewhat Neither Agree Somewhat Agree Disagree Disagree Disagree or Disagree Agree 1 2 3 4 5 6
I will purchase (the product or service purchased) again. Strongly Somewhat Neither Agree Somewhat Disagree Disagree Disagree or Disagree Agree 1 2 3 4 5 I will recommend (the product or service purchased) to friends. Strongly Somewhat Neither Agree Somewhat Disagree Disagree Disagree or Disagree Agree 1 2 3 4 5

Strongly Agree 7

Agree
6

Strongly Agree 7

Agree
6

Strongly Agree 7

Bad customer service leads to

Declining satisfaction Lower customer retention Lower sales; which results in negative company culture, mass firings that further hurts employee attitudes A vicious cycle created between supply and demand.

QUESTION
Increased customer satisfaction is ________ creator of capital. a) an occasional b) a minor c) a major d) a reliable

The key determinant of marketing success is ______fussing about the best measurement of customer satisfaction. a) always b) sometimes c) not d) never

REFERENCES
Denove, C. and Power IV, J.D. (2006). Satisfaction: How Every Great Company Listens to the Voice of the Customer, Penguin, New York. Taylor, A. (2008). Gentlemen, start your Engines, Fortune, p. 74.