MEASURING CUSTOMER SATISFACTION
KELLER GRADUATE SCHOOL OF MANAGEMENT
BSOP – 588 – MANAGEING QUALITY
BY: KACHENA BOYD
When I think of the word customer, generally what comes to mind is a person or organization that buys goods or services from a store or a business. As it relates to quality management, an organizations image is very important to the customers. In any business, providing quality services delivers benefits to the business. The customers’ interaction with the organization and how this interaction is measured are very crucial. Now days’, just making a good product or service available is not enough. Customer satisfaction will be affected by how effectively, courteously, ...view middle of the document...
Another practice involves designing surveys to provide valid, relevant and complete information. Whatever the issue may be for the survey, it is important to ask several questions pertaining to that issue. You want to design questions that enable accurate answers. Before a survey is implemented, make sure the questions are worded in a way to enable customers to provide clear and consistent answers. A vague text answer may invalidate the rest of the answers from an otherwise good survey submission. And lastly, make customer satisfaction a leading indicator. Setting customer satisfaction as a key indicator will specify how your customers will purchase from you in the future and how they might recommend your product or services. It is important to think about your needs in terms of current improvements and future initiatives.
There are many industries that revolve around measuring customer satisfaction. You have the service industry, the retail industry, and the hospitality industry. There are more, but these the three that I want to focus on. In the service industry, businesses need to develop a strong customer service focus to attract and retain customers. The service industry can be a really rough place, where only businesses with an aim to completely satisfy their customers survive. Some examples of businesses in the service industry are hair salons and car repair shops. These businesses need to keep in mind that from the first contact to the completion of service, embrace some basic customer satisfaction tips to gain a competitive edge.
In the retail industry, it should come to no surprise that customer satisfaction is of the highest importance for businesses in order to be successful. The main thing to keep in mind is that if your customers aren’t happy with your products, your service, your prices, your facilities or anything else, you can expect your sales to go down and your competition to take the lead. So it is very good that the retail industry is at an all time high, but that is not to say that this industry is without a customer service concern. Customers will always find something to complain about. What’s important is that you handle the big issues professionally and with a mindset of caring about your customers, and keep the business strong with excellent customer service.
And lastly there is the hospitality industry of customer satisfaction. In this industry, it is...