Consumer Satisfaction

Introduction
Customer satisfaction is a measure of how people feel when interacting with your brand. It can be
influenced by any number of factors, such as:

1.Perceived product quality

2.Perceived product value
3.Convenience
4.Customer expectations
5.Communication
6.Complaint handling
Every brand, no matter how successful, wants to improve customer satisfaction. To do that, they need
to define two things:

Who their customers are

What it takes to satisfy them
Part one isn’t as simple as it sounds. Let’s take the example of a hospital. It might have two distinct
customer bases:
The patients it treats
The insurance companies it sells patient data to
Clearly, those two audiences have very different goals, and keeping them happy requires two vastly
different approaches. To make matters even more complicated, satisfying one audience may sometimes
be detrimental to the other’s happiness.

Objectives
This is why customer satisfaction is important to every business.
Most online sales brands ask a customer after a recent purchase about how they liked the
shopping and delivery experience, including feedback on how they can improve their
service. Most of them also ask, on a scale of 1 to 10, how likely they are to recommend the
brand to family and friends. Similarly, inbound call centre services or call centre
outsourcing services ask callers how well their issue was resolved during that call. This is
part of the excellent customer service that that brands provide and goes into creating
customer satisfaction.

Increase customer utility: Call centre services surveys, feedbacks and reviews help
businesses understand what their customers like or do not like about their products or
services. Viable and practical suggestions can be taken up and incorporated to cater to
the customers’ needs. Customers respond to brands that are responsive.

Increase customer advocacy: Happy customers are great brand advocates. When
businesses cater to customers’ needs and aim for higher customer satisfaction, they are
not only ready to be associated with the brand more, but love to ask friends and family to
try it out. Customer satisfaction increases referrals.

Increase profitability: Customer satisfaction increases sales and, hence, profitability. It is

not enough that your product or service or even an attractive price impresses customers.
Once they purchase your offering, they want efficient and swift after-sales support.
Studies show that customers drop a brand with even one negative experience.

Questionnaires
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1.What most online brands ask a customer after a fresh purchase

a. How they felt about the product

b. What they think about product

C. How they liked the shopping and delivery

d. How they should sell the products

2.What call centre services as callers

a. How well they communicated

b. How about their pronunciation

c. How they sounded

d. How well their issues was resolved during the call

3. What help the business of call centre service understand what their customer like

a. They past records

b. Their surveys, feedbacks and reviews

c. Their business performance

d. Their customer records

4. Customer respond those brand who are

a. Active

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b. Brilliant

c. Responsive

d. Polite

5.which customer are great brand advocates

a. Happy

b. Sad

c. Shy

d. Vibrant

6. Business not only ready to association with the brand more, but

a. Love to ask for neighbours

b. Love to ask about Politicians

c. Love to ask friends & family to try it out

7. Customer satisfaction increase

a. Interest of business

b. Sales and profitability

c. Competition in the market

d. Salary of the employees

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8. What makes customers drop the brand

a. Product

b. Service

c. Negative experiences

d. Their policies

9. Some business ask for the feedback like

a. Online

b. On the scale 1-10

c. Through surveys

d. On face to face interaction

10. Which suggestions can be taken up

a. Viable and practical

b. Unpractical

c. Sensible

d. Good

11. Customer satisfaction increase

a. Business reputation
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b. Referrals

c. Competition

d. Business finance

12. What is the part of the excellent customer service

a. Creating customer satisfaction

b. Giving wrong service

c. Not receiving customer

d. Faulty management

13. What customer want once they purchase your offering

a. They want efficient & swift after sales support

b. They want satisfaction

c. They want feedback

d. They want other customers