TOPIC 3 Customer Satisfaction Review the customer satisfacti

TOPIC 3: Customer Satisfaction

Review the customer satisfaction scores in Table 2.2 of the Week 2 readings. What do you think? Do you find these particularly low, and would you prefer to see them close to 100 percent? Why do you think they fluctuate? Can any company ever achieve 100 percent customer satisfaction? As a customer, what are some of the sources you use to assess customer satisfaction with a product or service you are considering? How dependable do you view that source? (Think of consumer sources like Consumer Reports, or customer-provided reviews, etc.)

identified one of your sources for customer satisfaction

Table 2.2 Industry-Average Customer Satisfaction Scores, 2000–2008

              2000         2001    2002 2003 2004 2005 2006 2007         2008

Appliances     85        82       82       81      82     80      81    82             80

Computers   72        74         71      71    72     74     77    75            74

Electronics     83      81          81      84     82     81      80     83             83

Cars             80       80           80       80     79        80    81      82          82

Solution

They are not close to 100 percent customer satisfaction. The reason for fluctuation is that they might have got the feedback from different consumer groups. Due to the market trends, price fluctuations, more supply the customers might not have gone for the products with same interest. And passion to own a new product might be lost.

Any company can achieve 100 percent customer satisafction if they follow the below mentioned tips.

Speed is essential. Make sure that the product/service is delivered quickly.

Problem solving. Assure the customer that you will fix the problem very soon.

Avoid referring to the company policy. Don\'t answer the customer that it is as per company policy.

Offer wide variety of choices. Customer can pick from number of choices.

Build an enthusiastic team which can solve the customer problems.Unhappy employees cannot create delighted customers.

Make the mistakes and then delight the customer by solvig this. Mistakes and problems always result in opportunities to create long-term loyal customers by exceeding expectations.

Transforming an “angry” customer into an enthusiastic advocate is always worth the cost.