Measuring Customer Satisfaction, Benchmarks and their Application in Telecommunication Organization.

Measuring Customer Satisfaction, Benchmarks and their Application in Telecommunication Organization

Thesis Statement

Customer satisfaction, its measurement, benchmarks, and application in Telecommunication organization.

Introduction

It costs much less to retain existing customers then to attract new customers, is accepted unanimously. A customer is satisfied when the actual quality of a product or service matches his/her expectations. Increased competition has pushed companies to measure whatever they can. Today companies' top management closely watches two metrics, financial results and customer satisfaction. Financial results tell us of the past performance and predict future, but customer satisfaction is far better ...