PPT on customer satisfaction

1. CUSTOMER
SATISFACTION
Presentation by:
TEJAS.C.PATIL
1st sem ‘D’ sec

2. WHO IS A CUSTOMER?
He is the person (or the group of persons) who
has a need and want to satisfy his needs.

3. Internal customer: Internal
customers are members of an
organization who depend on the
assistance of one another to
accomplish their
job responsibilities.
TYPES OF CUSTOMER

4. External customer:
External customers use a company’s
products or services but are not part of
the company. An external customer is
an individual who enters the store and
buys merchandise.

5. WHAT IS CUSTOMER
SATISFACTION
Satisfaction is an overall customer
attitude towards service provider or an
emotional reaction to the difference
detween what customers anticipate
and what they receive, regarding the
fulfillment of some needs, wants or
desire.

6. CUSTOMER PERCEPTION
outcomes
results
benefits
Lens of the
customer
• PERFORMANCE
• FEATURES
• SERVICE
• WARRANTY
• PRICE
• REPUTATION

8. HOW TO IMPROVE CUSTOMER
SATISFACTION
Treat your customers like they
are your boss
Train your staff
Build customer loyalty to
increase customer satisfaction
Listen to your customers
Run an efficient trust worthy
business
Email is the best channel to
increase customer satisfaction
Be accessible

9. FEEDBACK
• Comment Card
• Customer Questionnaire
• Toll Free Telephone No
• Customer Visits
• Report Card
• Internet & Computer
• Employee Feedback
• Customer complaints

10. WHY CUSTOMER FEEDBACK IS
IMPORTANT
 Gives you a clue about what your customers
like and dislike
 Shows customers that their opinions matter
 Gives you an outside opinion of your
company
 Improves your products and services
 Identify weak areas
 Generate new ideas