Customer Satisfaction with References to Idea Services

Description

Customer Satisfaction with References to Idea Services (Final Project Report)

Page Length : 55

INTRODUCTION

Why Organizations Focus on Customer Satisfaction? 

Businesses monitor customer satisfaction in order to determine how to increase their customer base, customer loyalty, revenue, profits, market share and survival. Although greater profit is the primary driver, exemplary businesses focus on the customer and his/her experience with the organization. They work to make their customers happy and see customer satisfaction as the key to survival and profit. Customer satisfaction in turn hinges on the quality and effects of their experiences and the goods or services they receive.

Customer Satisfaction! 

The definition of customer satisfaction has been widely debated as organizations increasingly attempt to measure it. Customer satisfaction can be experienced in a variety of situations and connected to both goods and services. It is a highly personal assessment that is greatly affected by customer expectations. Satisfaction also is based on the customer’s experience of both contact with the organization (the “moment of truth” as it is called in business literature) and personal outcomes. Some researchers define a satisfied customer within the private sector as “one who receives significant added value” to his/her bottom line—a definition that may apply just as well to public services. Customer satisfaction differs depending on the situation and the product or service. A customer may be satisfied with a product or service, an experience, a purchase decision, a salesperson, store, service provider, or an attribute or any of these. Some researchers completely avoid “satisfaction” as a measurement objective because it is “too fuzzy an idea to serve as a meaningful benchmark.”4 Instead, they focus on the customer’s entire experience with an organization or service contact and the detailed assessment of that experience.

For example, reporting methods developed for health care patient surveys often ask customers to rate their providers and experiences in response to detailed questions such as, “How well did your physicians keep you informed?” These surveys provide “actionable” data that reveal obvious steps for improvement. Customer satisfaction is a highly personal assessment that is greatly influenced by individual expectations

Content

CHAPTER -1

• • • • • INTRODUCTION
        • CUSTOMER SATISFACTION MEASUREMENT
        • METHODLOGIES
        • IMPROVING CUSTOMER SATISFACTION
        • CUSTOMER SATISFACTION SURVEYS
        • BENEFITS AND CHALLENGES

CHAPTER -2

• • • • • RESEARCH METHODLOGY
        • METHODS OF RESEARCH
        • NEEDS OF THE STUDY
        • OBJECTIVES OF THE STUDY
        • LIMITATIONS OF THE STUDY

CHAPTER -3

• • • • • COMPANY PROFILE
        • PRODUCT PROFILE

CHAPTER -4

• • • • • DATA ANALYSIS
        • INTERPRETATION

CHAPTER -5

• • • • • FINDINGS & SUGEESTIONS

• BIBLOGRAPHY
• QUESTIONNAIRE