DEPE

Customer
Satisfaction Index
(Competitor)
BANDUNG MAKUTA
DEPE

Point of
1. Customers Satisfaction Index

2. How to Improve Customers Satisfaction

View 3. Effect of Customers Satisfaction on profitability

4. Global Consumers Index (Indonesian) By Pwc

POSITIVE THOUGHTS
5. Competitor Index Analysis

02
 What is CSAT ?
Customer satisfaction (CSAT) is a measurement that defines the level
of fulfillment of customer expectations and how customers like the
products and services provided by the company. Customer satisfaction
It is useful to assist the company in improving its products and services
as best as possible to be able to create long-term relationships with its
customers and then the company can have it as a loyal customer.

-Depe-

03
 DEPE

Companies should measure

customers by category

Customer Customer Customer Customer Customer

Satisfaction Loyalty Churn Rentention Complaint
is customer Feelings or Loss of customers. A strategy whose is an experience odf
perception of the attitude that so known objectives s to dissaisfaction made
degree to witch incline a customer customers keep a company to an organization,
either o return to a attrition customers and to relate to its product ,
the customers
company retain their revenue where's a responsed
expectation ave contribution is explicity04
or
benn fulfilled (rebuying Sustain) implicity expected
Depe Customer Satisfaction
vs Customer Loyalty
Customer Satisfaction Customer Loyalty

Customer satisfaction measures Customers Loyalty how likely

how well a customer's customer are to return and
expectation are met
"Customer satisfaction is
requisite for loyalty"
VS their willingness to perform
partner shipping activities for
the organization

05
 Depe
Evolution of Customer
Satisfaction
Old Economy New Economy

Delivering what Providing what Creating Value

Competitive Analysis Org. Realignment
we promise Cust. Want measureskey drivers understand impact on total
business
Meeting Responding to understand cust. outperform competitors using
standards Cust.Complaint retention customers value analysis

Conformance to quality Customer Satisfaction Customer Loyalty Costumer value

06
Depe How to Improve Customer Satisfaction

Set Up and use

Ensure Multi Channels
communities
Communication
Offer product training &
customers support
Ensure employee
satisfaction

utilize your customer

Read your customers
survey data wisely
review

07
 Effect of Customers Satisfaction on
Depe
Profitability
Customer satisfaction / Brand Loyalty

Product / Service quality

CuBrand / firm associations Current Long-term

Performance Profit

Relative Cost

New Product Activity

Manager/employee/ capability 08

& performance
 Depe
Channel Choice

Global
Consumers
Index (Indonesia)
By Pwc

09
 In Store Vs Online
Depe

10
Depe
Sustainability

11
DEPE

Sustainability 12
D/M

Name Name Name

Feedback
Position Position Position

Presentations are Presentations are Presentations are

from my communication tools that

can be used as
demonstrations, lectures,
communication tools that
can be used as
demonstrations, lectures,
communication tools that
can be used as
demonstrations, lectures,

clients speeches, reports, and

more. It is mostly
presented before an
speeches, reports, and
more. It is mostly
presented before an
speeches, reports, and
more. It is mostly
presented before an
audience. audience. audience.

13
 Brand Atributes
DEPE

14
DEPE

Consumer
Evolution

15
 DEPE

CSI
Bandung Kunafe

CSI : PUAS

16
DEPE

CSI
Kartika Sari

CSI : SANGAT PUAS

17
DEPE

CSI
Primarasa

CSI : SANGAT PUAS

18
DEPE

CSI
Mayangsari

CSI : PUAS

19
 DEPE

CSI
Gembong Gedhe

CSI : PUAS

20
"Tujuan pemasaran adalah untuk mengetahui dan
memahami pelanggan konsumen dengan baik
sehingga produk atau layanannya cocok dan
menjualnya sendiri."
-Peter Drucker-