This action might not be possible to undo. Are you sure you want to continue?
statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased completion, crowed markets with little product differentiation and years of continual sales growth followed by two decades of flattened sales curves indicated today’s sharp competitors that at their focus must change. “It takes continuous effort to maintain high customer satisfaction levels”. As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive towards benchmarking and tracking CUSTOMER SATISFACTION. Competitors that are prospering in the new global economy recognize that measuring customer satisfaction is key. Only by doing so can they hold on the customer they have and understand how to better attract new customers. The competitors who will be successful recognize that customer’s satisfaction is a strategic weapon that can bring increased market share and increased profits. The problem companies face, however, is exactly do all of this and do it well. They need to understand how to quantify, measure, and track customer satisfaction. Without a clear and accurate sense of what needs to be measured and how to collect, analyze, and use the data as a strategic weapon to drive the business, no firm can be effective in this new business climate. Plans constructed using customer satisfaction research results can be designed to target customers and processes that are most able to extend profits. Too many companies rely on outdated and unreliable measures of customer satisfaction. They watch sales volume. They listen to sales reps describing their customer’s state of mind. They track and count the frequency of complaints. And they watch aging accounts receivable reports, recognizing that unhappy customers pay as late as possible—if at all. While these
some important implications of this definition: Because customer satisfaction is a subjective. CUSTOMER SATISFACTION: Customers positive or negative feeling about the perceived value that was received as a result of using your products and/or service in specific use situation BUSINESS DEFINITION FOR CUSTOMER SATTISFACTTION: The degree to which customer expectations of a product or service are met or exceeded. measurement won’t be exact and will require sampling and statistical analysis. but for customer delight. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime o the product of service. however. Corporate and individual customers may have widely differing reasons or purchasing a product or service and therefore any measurement of satisfaction will need to be able to take into account such differences. The achievement of customer satisfaction leads to company loyalty and product rephrase. that extra bit of added value that may lead to increased customer loyalty. will need to be carefully coated. they are no substitute for a valid. well-designed customer satisfaction survey program. not just for customer satisfaction. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. Satisfaction: cognitive or affective reaction to overall experience encountered. There are . The quality of after-sales service can also be a crucial factor in influencing any purchasing decision. More and more companies are striving. Because the concept of customer satisfaction is new to many companies. Customers: people or group of people who purchase or use or consume your products and/or services. non-quantitative state. it’s important to be clear on exactly what’s meant by the term.approaches are not completely without value. Any extra added value.
Nothing is more frustrating that having information that indicates a problem exists but fails to isolate the specific cause. For example. Satisfaction itself can refer to a number of different facts of the relationship with a customer. typically desire on-time delivery and adherence to specifications. manufacturers depending on what type of satisfaction is being researched. It can also serve as the basis for a customer satisfaction survey program that can ensure that quality improvement efforts are properly focused on issues that are most important to the customer. Having the purchasing department of a manufacturing firm rate the sales and service it received on its last order on a survey scale of 1 (terrible) to 6 ( magnificent) would yield little about how to improve sales and service to the manufacturer. so measures of satisfaction . Clearly defining and understanding customer satisfaction can help any company identify opportunities for product and service innovation and serve as the basis for performance appraisal and reward systems. taken by suppliers should include these critical variables. it can refer to any or all of the following: Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationship Satisfaction with the price-performance ratio of a product or service Satisfaction because a product/service met or exceeded the customer’s expectations Each industry could add to this list according to the nature of the business and the specific relationship with the customer.There is a connection between customer satisfaction measurement and bottom-line results. This information must allow the organization to take direction. Conducting a customer satisfaction survey program is a burden on the organization and its customers in terms of time and resources. Customer satisfaction measurement variables will differ For example. There is no point engaging in this work unless it has been thoughtfully designed so that only relevant and important information is gathered.
It is not surprising because these companies emphasize market research and marketing as the tools to find out what customers want. This occurs when they feel that the goods and services that they buy have been specially produced for them or for people like them. competition among market players has become more severe. petrol products that are environmentally friendly and customized to meet the needs of particular types of engines. Knowing what your customer wants then makes it possible to tailor everything you do to pleasing the customers e. in the packaging that they want.MEASURING CUSTOMER SATISFACTION Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. the relationship between customers and corporations . In this competitive market. one of the most important factors is the achievement of customer satisfaction and excellence in service.g. providing the goods that customers want. This relates to a wide range of products such as razors that are designed for ease of use and good quality finish. Gaining high levels of customer satisfaction is very important to a business becase satisfied customers are most likely to be loyal and to make repeat orders and to use a wide range or services offered by a business. With the increased globalization of markets. What is clear about customer satisfaction is that customers are most likely to appreciate the goods and services that they buy if they are made to feel special. Although the concept of customer satisfaction in customer oriented management is not new. etc. There are many factors which lead to high levels of customer satisfaction including products and services which are customer focused and then provide high levels of value for money. Customer satisfaction levels can be measurd using survey techniques and questionnaires. in retail outlets which are convenient to use and well placed. Customer service giving personal attention to the needs of individual customers after sales service following up the original purchase with after sales support such as maintenance and updating for example in the updating of computer packages. Studies carried out by companies like Argos and Cadburys have found very high levels of customer satisfaction.
thereby delighting rather that merely satisfying customers. Customers are becoming the absolute entity for corporations as the final decision makers for business deals and purchases of products. additional benefits. which consists of elements such as lower prices.has been changing almost daily. and uniqueness in services. Customer delight will led to loyalty. where they want it and in the quantity and at the price they want it.” Successful organizations of the future will be those that can provide goods and services to the customers who want it. which is one of the critical indicators used to measure the success of a marketing strategy. Business corporations make efforts to create and provide their customers with higher value added. Peter Drucker. be performed without some form of relationship between the producer and the consumer and cannot be stored and retained for later use in the way typical of many tangible goods. Services cannot. . “The only valid definition of business purpose is to create a customer. stated. the highly regarded management scholar and writer. however.
Customer satisfaction is the buzzword of the 1990s. With the increase market study there is a ct through competition among the businessmen in the industry some of the other major competitors in this area like Airtel. the most important thing about conducting a customer satisfaction survey is what you do with their answers. When you conduct a customer satisfaction survey. As senior managers. The satisfaction of the customer is an all important task. The need for customer satisfaction is necessary for all business. The organizations are giving better services to there customers to face hallenge posed by the competitors for every nusiness. TATA Docomo. The quality of your customer service at any point can affect the overall relationship a customer has with your company. BSNL. you only know about the tip of the iceberg. We all know customer satisfaction is essential to the survival of our businesses. To maximize profits and productivity. t is not only important to retain the present customers but also attract the new customers. Unfortunately. No matter what type of business you operate. you have to have customers. when.NEED AND IMPORTANCE FOR THE STUDY: In the modern times the business organizations are adopting new techniques and methods for the growth of the business. a small fraction of all the problems your customers encounter. . you must recognize five facts: 1. large or small. many managers still thing of satisfying their customers as a nice thing to do rather than a critical component of success. Hence there is a need for the study. How do we find out whether our customers are satisfied? The best way to find out whether your customers are satisfied is ask them. or individuals they are vital to your business’s success. How. what you ask the customers is important. Idea. However. So there is need to ascertain the customers use regarding the services providing by reputed organizations like VODAFONE. Whether your customers are other companies. and how often you ask these questions are also important.
the effect that increased customer satisfaction has on repeat customer sales . 4. even though the problem surfaces in the customer service area. 3. You can and must quantify the expected payback from service and/or quality improvements. To study the response of the company and dealers on complaints given by the dissatisfied customers. both the product offering (product itself. To develop a means to measure over time. The market transaction (sale) often is not the key point of customer pain and lost revenue. but also future purchases by that customer and by other customers as a result of negative word-of-mouth behavior. Often. how it is offered. 5. To determine overall customer satisfaction with our products or services To identify customer perceptions of “key areas of weakness” and “key areas of strength” To measure and prioritize areas where improvement will most affect ccstomer satisfaction. and fulfillment) and customer expectations are major contributors to problems. Customer problems can cost you not only an immediate lost sale. To identify key competition and determine competitive position To determine the extent pricing affects repeat customer sales.2. Service can be a major marketing tool converting problem situations into incremental revenue. Objectives of the study: To study the customer satisfaction with the usage of vehicles of TATA (passenger car division) To study the opinion of the owners of owners of vehicles regarding after sales services providing by the dealers.
sample sizes of 100 customers have been chosen covering the Warangal district. This is just a snap study to know about the customer’s of satisfaction level. For convenience sake.) To know abot the factors which influence the customers to purchase Tata Motors To know the position of Tata motors in the four wheelers market. SCOPE OF THE STUDY: The sample chosen does not represent the whole cstomer’s preference in the market of “ four wheelers and TATA in the country as it overs only the customers of Warangal district. etc. To know the customer satisfaction towards Tata Motors To determine the Tata Motors market at Warangal region To draw the conclusions and to offer suggestions.To discover if customers are satisfied with (service. quality. . To know the performance of Tata motors in the four wheelers market. To know the performance of Tata motors cars in the automobile market.
This action might not be possible to undo. Are you sure you want to continue?
We've moved you to where you read on your other device.
Get the full title to continue reading from where you left off, or restart the preview.