COMPREHENSIVE REVIEW ON CUSTOMER SATISFACTION

Comprehensive Review on Customer Satisfaction

Comprehensive Review on Customer Satisfaction

Introduction

In todays market customer satisfaction can make or break an organization. Competition is fierce and companies are in continuous battles to attract new customers and retain the old. Service has become just as important as the product being sold. So what is the most important factor in the success or failure of an organization?

Comprehensive Review on Customer Satisfaction

The organization that can provide the highest level of quality will succeed. Years ago, manufacturing companies attempted to improve the level of quality by tuning the processes that were used to develop their products. The manufacturer determined the level of quality and the amount of focus on quality. (Companycollege.com) In the rapid changing, globally competitive market, the focus has shifted to the customer. To provide total customer satisfaction and the desired level of quality organizations must involve their customers in the quality process by asking them not only what they need, but what they want as well, and then generate the results. This is the shift from the older manufacturer driven improvement process to the new customer driven improvement process. Organizations must continually explore new ways to meet and exceed customers demands for quality through total quality management improvements. The goals are determined by the input from customers, and the results are shown in the service provided. (Companycollege.com) The managers must have a strong role in the implementation of any quality changes within the organization. The quality improvement process involves planning, implementation, and effective management with the ability to oversee the process from start to finish. There have been many organizations that neglected the management phase, which resulted in failure. So how should organizations manage such an immense quality improvement change? Individuals must be responsible for the quality improvement process and it must include employees from the top of the organization to the bottom. Customer driven quality includes both short and long term improvement goals and each achieved goal becomes another positive milestone within the organization. The value of quality is in direct relationship with customer satisfaction, and customer driven quality management affects all industries including manufacturing, service, non-profit, and government.

Statistics of Customer Satisfaction

91% of unhappy customers will never purchase services from you again.

At any one time 22% of all law firm clients are considering switching firms because of problems with their legal current firm.

For every customer who bothers to complain, there are 26 others who remain silent.

Typically only 25-30% of a firm's clients are completely satisfied - Such low satisfaction means that 70% or more of the firm's clients may be open to pitches from competing firms.

70% of complaining customers will do business with you again if you resolve the complaint in their favour.

Each one of your customers has a circle of influence of 250 people or potential customers who hear bad things about you.

96.7% of unhappy customers never let out even a squeak of dissatisfaction to the organisation that has given them bad ...