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Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.
Satisfied Customers Return
Our customers should be satisfied with our products, services, prices, and employees. We not only see ourselves as suppliers, but also as our customers' partner - a performance partner for consultation, research, development, production, and systems integration. The goal of the Performance Partnership is to improve internal and external cooperation. We want to become number one in customer service.
Satisfied Customers Are Critical to Profitability
• Stay with the company longer as repeat customers
• Deepen their relationship with the company
• Demonstrate less price sensitivity, and
• Recommend the company's products or services to others.
Ask Our Customers for The Following Questions:
• Are they satisfied with the goods/services they received?
• Did they get what they wanted?
• Was the service helpful?
• Was it delivered in a respectful way?
• How can services be improved?
Here Is The Framework for Improving Customer Satisfaction
Desired Results
• Responsive providers and effective services.
• Customer feedback continuously linked to service improvements.
• Empowered customers who expect satisfaction and exercise their influence and rights.
• Informed consumers who take action.
Informed, Engaged, Empowered Consumers
• Judge service quality.
• Test local goods and services.
• Set service standards.
• Advocate for customer satisfaction.
Consumer Advocacy Group
• Educate and train neighborhood consumers.
• Monitor customer satisfaction.
• Provide neutral, credible consumer information.
• Serve as consumer ombudsman/advocate.
• Promote customer satisfaction strategies and accountability.
Customer Focused Agency/Service Providers
• Work to improve organizational performance.
• Strive for 100% customer satisfaction.
• Treat staff as they want customers to be treated.
• Establish continuous improvement.
• Utilize customer feedback as a measure of accountability.
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| RB-STAR009 |
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| RB-IC8061 |
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| RB-STAR008 |
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| RB-STAR0008 |
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Customer Satisfaction