Approaches of Customer Satisfaction

Here are some approaches to Customer Satisfaction.

1. Regular Customer Feedback system

-this involves allowing communication from customers through emails, suggestion boxes.

One should keep all documents and send copies to the person who made the complaint.

2. Market Research
-this is done to understand customers better. This research can be dine through sampling a few
customers using appropriate sampling techniques and detailed study is conducted on their likes
and dislikes.
3. New or Last customer
-these are useful ways of finding out what attracts customers to the organization and indeed
why they left.
4. Focus Groups
-this is indeed to know what customers are thinking. A group of customers is assembled in a
meeting to answer a series of question
5. Customer visits
This involves making visits to the customers premises to collect information. These are meant to
know how the product or service is performing.
6. Front line personnel
-this is the use of employees who are indirect contact with customers to understand the
customers expectation. These employees should be trained on how to carry out this task
7. Critical incidents techniques
-this attempts to identify issues that delight the customer and those that satisfy them.

Determinants of Customer Satisfaction

There are two key indicators of customers satisfaction, namely;

*Key indicators for Physical products.

*Key indicators for Services.

1. Key indicators for Physical Products

 Reliability
 Aesthetics
 Adaptability
 Usability
 Functionality
 Appropriateness
2. Key indicators for Services
 Friendliness/ Courteousness of employees
 Safety/Risk of services
 Billing/invoicing procedures
 Responsiveness to request
 Appearance of physical facilities
 Approachability of the service provider
 Willingness to listen to customer
 Honestly and an ability to communicate in clear language