In this presentation we will be looking at:  Customer satisfaction basics  Requirements that enhance customer satisfaction

 Customer satisfaction as a continuous process

Customer SatisfactionAn Overview  It is a measure of how products and services supplied by a company meet or surpass customer expectation  A key differentiator in a competitive market  Leads to higher profitability .

Customer Satisfaction RequirementsAn engineering perspective Projects and services should continue to meet and exceed Customer’s Expectations .

A systematic approach is required to ensure they are continuously met." – Vernon Zelmer .Customer SatisfactionA continuous process Customer’s expectations are constantly changing. Satisfying the customer is a race Without finish.


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