AIM OF CUSTOMER SATISFACTION

Why is it that we can think of more examples of companies failing to satisfy us rather than when we have been
satisfied? There could be a number of reasons for this. When we buy a product or service, we expect it to be
right. We dont jump up and down with glee saying isnt it wonderful, it actually worked. That is what we
paid our money for. Add to this our world of ever exacting standards. We now have products available to us
that would astound our great grandparents and yet we quickly become used to them. The bar is getting higher
and higher. At the same time our lives are ever more complicated with higher stress levels. Delighting
customers and achieving high customer satisfaction scores in this environment is ever more difficult. And even
if your customers are completely satisfied with your product or service, significant chunks of them could leave
you and start doing business with your competition.
A market trader has a continuous finger on the pulse of customer satisfaction. Direct contact with customers
indicates what he is doing right or where he is going wrong. Such informal feedback is valuable in any
company but hard to formalize and control in anything much larger than a corner shop. For this reason surveys
are necessary to measure and track customer satisfaction.

There are six parts to any customer satisfaction programme:

1.
2.
3.
4.
5.
6.

Who should be interviewed?

What should be measured?
How should the interview be carried out?
How should satisfaction be measured?
What do the measurements mean?
How to use customer satisfaction surveys to greatest effect?

How Should Satisfaction Be Measured?

Customers express their satisfaction in many ways. When they are satisfied, they mostly say nothing but return
again and again to buy or use more. When asked how they feel about a company or its products in open-ended
questioning they respond with anecdotes and may use terminology such as delighted, extremely satisfied, very
dissatisfied etc. Collecting the motleys variety of adjectives together from open ended responses would be
problematical in a large survey. To overcome this problem market researchers ask people to describe a
company using verbal or numeric scales with words that measure attitudes.
People are used to the concept of rating things with numerical scores and these can work well in surveys. Once
the respondent has been given the anchors of the scale, they can readily give a readily switching suppliers in
the search for higher standards. The concept of the zone of loyalty, zone of indifference and zone of defection
as suggested by the three Harvard professors (JL Heskett),

Need for the study

Here the need of the study reveals that.
1. To identify what type of marketing practices & strategies that the Vodafone Essar Spacetel
Limited follows for achieving its business goal via the Data Cards business among its all
market competitors .& To know how they provide their service to various its customers in the
telecom market field.
2. To know the difference between the Vodafone Data Cards facility & all its competitors Data
Cards facility as well as to identifying their various customers needs.
3. To enhance the successful performance of Vodafones Data Cards in the all other telecom
Data Cards. & overly try to develop of the organizations own need as well as its different
customer need.

CONCLUSION
VODAFONE AL Analysis Introduction Vodafone Al is a mobile network operating in
Albania with headquarters located in the capital city of Tirana. It is the largest
telecommunications network company in Albania among 3 other companies that operate in this
field. In this paper I have analyzed Vodafones current strategic position and how Vodafone will
develop these strategies in the future. To do this I have looked at strength and weakness: Two
Strengths 1. Economical 2. Flexible Two Weaknesses 1. Lack of specialization 2. overburdened
Three Competitors: Introductions of Three Competitors: 1. Vodafone: It is the second largest
mobile network operator in India after Airtel.