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Measuring Customer Satisfaction - Term Paper Example

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Every customer expects quality goods and services to be commensurate with their spending. The current world of ever precise standards complicates customer satisfaction. Today, there are products that would shock the previous generations, and yet people quickly become accustomed to them. …
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Measuring Customer Satisfaction
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Measuring Customer Satisfaction

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There are many possible dimensions that a company could take to measure customer satisfaction. These may include measuring; quality of service, swiftness of service, pricing, grievances or problems in the delivery of a service, trust in the company staff, the accessibility and the relationship between customers and the company, a description of other services needed, and the company’s positioning on the consumers’ minds. Very often, key long lasting adjustments which incorporate the customer preferences require an overhaul within the organization. Measures aimed at training of the employees, and ensuring cultural change, have been attributed to best customer satisfaction levels.

The basic business goals should prevail, however. These include; making sure that the outcome of customer satisfaction does not eat into much of the company profits or cause more customer churn. Additionally, increased market shares, stronger brands and brand name, and satisfied staff are other important organizational aspects, which should not be sacrificed.

Nonetheless, a company must be ready to pay a price for guaranteeing customers of satisfaction. Costs will soar. More time will also be spent on preparing an action plan. According to Brady, Voorhees, and Brusco (2012), employee training may be needed to enhance the customer service. It is notable, therefore, that the repercussions of measuring customer satisfaction may be quite involving and the successes of such initiatives depend on the positive input of the senior executive teams. Contact with customers The easiest way to establish how customers receive goods and services and what they expect of the company is to talk with them (Zamil, & Shammot, 2011). Addressing each customer individually, regardless of the number is one of the best ways to achieve customer satisfaction. This approach is beneficial because an organization will get an individual response from each customer. The use of this method results in the collection of different information based on the dimension of the question or the customer understanding. The use of customer surveys involving standardized questionnaires ensures that a company will gather uniform and necessary information from the customers. The use of a questionnaire will ...Download file to see next pagesRead More
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