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NO HARD AND FAST RULE FOR IDENTIFYING MEASURES

The customer is satisfied when the value of product or service is worth the cost of
the item. It is always value for the money spent on the product which satisfies the
customers.
Others may feel that the customer satisfaction is delivering the products or
service at the lowest cost. Actually it is not. The best example of this is gardenia
products which penetrate the market for the past few years. D baa ng mahal ng
gardenia but still bumibili pa din kau.!!! Oh well sounds pretty cool.
IDENTIFY VITAL FEW MEASURES
Selection of a few vital measures is essential, since any effort to measure
customer satisfaction is going to cost time, effort, and thereby money. At the
initial discussion, all possible measures could be noted down. The group can start
eliminating the trivial measures and arrive at the vital few measures, which will
truly represent the customer satisfaction index.
Question: How does the business organization eliminates the trivial measures?
Ans: The organization especially the senior executive should sit together and carry
out brain storming.
They can also conduct survey to determine the vital measures for the
business.
ARRIVE AT QUANTITATIVE INDICES
The organization should make efforts to convert the evaluations into objective
indices. All the indices need not have a common units, it can have different units,
depending upon the parameters.
SOME MEASURES FOR CUSTOMER SATISFACTION
Customer perceived quality
1.1 Some of the parameters, which would help in determining customer
perceived quality are:
a. Defects in the product on delivery
b. Number of requirements fulfilled
c. Number of misunderstood requirement
d. Frequency of defects ( Time between failures )
e. Time taken for repair ( Time to repair )
1.2 Response time it is the interest of the organization to reply to the
queries as early as possible.
a. Delay in delivery
b. Delay in installation
c. Promptness in service

d. Time taken for attending to service calls


e. Number of reminders the customer made to his service provider
f. Response time of the organization for the customer additional
requirement after delivery.
1.3 Errors in documentationAccording to Philip Crosby 25% of nonmanufacturing work is redone to correct defects.
The organization may not deliver the item unless the payment is made
already. Same with the customer they may not able to settle the amount of
the product if the invoice contains error.
1.4 Errors in delivery examples are wrong addresses, sometimes
incomplete information or landmarks,
1.5 Delay in execution it will definitely cause delay in probable date of
completion.
1.6 Delay in delivery
1.7 Measure Everyones satisfaction. In measuring satisfaction everyone is
involve. Retailer wholesaler internal and external customers. And the
entire chain of people involve in delivery.
1.8 How to overcome Difficulties in measuring customer satisfaction?
Quality assurance team.Key? customer satisfaction improvements day after day.