ANGELYN E.

SAMANDE

“QUESTION #2”

CUSTOMER SATISFACTION: Research has shown that only about three out of every
four customers are, on average, satisfied by a firm’s marketing programs. Give an example
of a purchase you made where you were not satisfied and what the firm could have changed
to satisfy you. If customer satisfaction is so important to firms, why don’t they score better
in this area?

Most of the time when I buy materials for my projects and I can’t easily find some of it,
especially when I am in a hurry, I try to seek help from saleslady. At first it was ok for me when
she said that they don’t have that material (in a mataray way) even though I felt a little bit
dissatisfied. Since I badly need it and I have trust issues I ask another saleslady about it and this
time, she accompanied me to where I can find it. It really saddens me as a customer that there are
really some salesladies who didn’t know how to communicate properly with their customers and
are not doing their job accordingly. This happens to me not only once, but several times at
different stores. This can be changed by conducting proper training to their sales agents or
employees on how to treat their customer correctly in order to satisfy them. I believe that
customer satisfaction is really an important key in business and some store don’t score better on
this because of lack on conducting proper training and orientation on their employees. Also
because the stores maybe don’t really conduct trainings so they can have less expenses.