Task 1: Interview customers to gauge their satisfaction with their experience with Grismer Tire
The procedure of conducting this report will involve interviews with the client, observation, and questioners. “The experience that individuals have with a company and then what they hear from friends and family influence their perception of and likelihood to do business with a company” (Yahalom). Interview customers to gauge their satisfaction help companies’ measure satisfaction, identify unhappy customers and find potential supporters. In task two we will observe the reaction of the client to determine area of service that needs improvement. When they are receiving or have already received the services..On task three we will collect data on costs that are needed to implement suggestion of the customer found from the survey.
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However, you get an opportunity to follow up with your most happy clients and to fix the problem with the most dissatisfied customers to retain their business. A happy customer is precious to your business, come back and makes repeat purchases of the service, and is less likely to defect to competitors
Therefore rating scales method of measuring the customer satisfaction is important in tracking achievement over time mostly when you want to measure changes in satisfaction to see if the initiatives you applied have had a positive or negative influence on satisfaction. Active companies emphasis on creating and strengthening enjoyable experiences so that they might retain existing customers and add new
Satisfied customers can be the best advocates, which is why customers’ needs should be satisfied every time.
Enterprise is focused on customer satisfaction in all aspects of their operations. Their overall goal is well documented on their website and presented in many of their national marketing campaigns. These marketing campaigns include commercials and social media buys that are shown on major networks. They currently use questionnaires that ask customers to answer questions based on two criteria. The first asks the customer to rank the overall experience at Enterprise. The other is a simple question asking the customer is they would rent again from Enterprise. The response rate for most customer surveys is very low, this is due to long and complicated surveys and questionnaires. This questionnaire is a tool called the Enterprise service quality index (ESQI) and provides an easy way of collecting information quickly to measure their results. The questionnaire focuses on top box positive feedback. Customers who stay local to the company will generally be free positive marketing for Enterprise. This free marketing from the customers is in the form of referrals to friends, family and colleagues.
This study is descriptive in nature where the data is collected through well structured questionnaire and from the information taken from the customers.
In today’s society consumers want it quick, fast, in a hurry and they are not willing to wait. Customers are becoming more demanding and critical when not having their expectations met. It is important company adjusts to the ever changing attitudes and expectation of customers in the market place. Therefore it is a must for company to satisfy their customers. Customers’ satisfaction is the key to the success of any company. James McGaran is the manager in the Financial District office at Citibank; locate in the Los Angeles area. “Citibank is a niche player and pride themselves on building a profitable franchise by providing relationship banking combined with a high level of service to its customer” (Harvard Business School.
This enables them to zoom in on specific expenses such as maintenance or energy/utilities, and have meaningful discussions with their providers about whether their expectations are being met. Customer satisfaction Measuring the satisfaction level of those receiving FM services is another critical part of the process. Organizations should use a variety of methods to obtain input directly from their internal customers, including periodic email surveys (e.g., annual/ semi-annual/upon completion of a service), online or paper suggestion boxes, administrative assistant feedback sessions and # of complaints received. A detailed scorecard, similar to the one in the cost category, should be established to measure customer satisfaction. All of these are excellent ways to “hear the voice of the customer” and identify areas for improvement. Yet care should be taken to develop and administer surveys that capture relevant information without being a burden to complete, and that feedback sessions do not keep participants away from their jobs for too long. Service delivery Proper operational performance is ensured only when providers meet or surpass firms’ service delivery expectations. Thus, organizations should implement a detailed scorecard to assess service delivery performance for each service line. For example, in the maintenance category, the detailed scorecard may look like the example in Figure 4 on the next page and Figure 5 shows
we have to conduct primary research and start from scratch as it would provide with accurate and detailed information. To study the market and its potential questionnaires were issued. These questionnaires were issued in various places of Riyadh, of the 15 districts. More importantly we selected the weekends (Friday and Saturday) which would help us to get a further evaluation about the customer requirements.
Therefore, now you can picture it wide & clear how crucially important it is to keep those 20 percent of your customers happy, satisfied and most of all ‘loyal’. When you invest your time, energy, efforts & resources into a suitable customer feedback app to keep a check on your present customers’ satisfaction levels, rest assured, you are still spending a very nominal amount in comparison to what you would be spending to bring in a new customer.
Satisfied customers - If a customer likes the company, he or she will buy more products or services
To provide the best possible service, it was very important to understand the client’s requirements and the purpose of the consultancy project; acquiring that knowledge, helped us create a product that satisfied their every need, in every stage of the job. To obtain this kind of information and create an adequate training program, there are different kinds of exploratory research that can be done. Personal Interviews with key individuals in the process, focus groups with participants and Evaluation Interviews can create huge improvements in the service provided.
High performance businesses understand the importance of meeting these demands in order to retain customers and to build new customer relationships. Businesses that are mindful of customer satisfaction try to eliminate product and service failures, exchanges in which the customer experiences losses (Smith, Bolton, & Wagner, 1999).
Loyal customers are a vital asset of service companies. The most effective way to ensure repeat customers is to provide a product and service that meets or exceeds that customer’s expectations every time. Although this fact is important, effective application of recovery strategies may enable service mangers to maintain or even increase loyalty. Generally, good service recovery not only turns angry and frustrated customers into loyal ones, but it also has the potential to create more goodwill than if things do go wrong. To find out what company does when a customer has a complaint, I interviewed a process manager who works at online shopping mall in Korea and asked some questions on service
The present study has utilized review technique for gathering the essential information by specifically talking with clients with survey
The matter of which a business’s implements customer service has much more effect on the bottom-line that one may think. According to Johnson (2015) a Harvard Business Review study recently quantified the value of the customer experience, demonstrating that delivering excellent support generates high returns. With that being said staff need to be adequately trained on quickly resolving customer problems that may arise. Staff also needs to be made aware of exactly how customer service affects overall profitability for the company. The study came to conclude the top five affects in relation to customer service and the bottom-line. First the study shows that satisfied customers are much more likely to spend more money. Johnson (2015) states the Harvard Business Review study shows that customers who said their experience met or exceeded their expectations spent approximately 140% more than customer who reported a negative experience. Second customers who are dissatisfied actually end up costing the company money by returning products, and exhausting their time with supporting company staff. Third a happy customer tends to be a repeat customer for years to come, leading to an increase in revenue for the company. According to Johnson (2015) the Harvard study shows that members who report high levels of satisfaction have a 74% chance of still being a customer a year later while only 43% who rate
This market research is associated with PAK’nSAVE Limited making survey regarding making improvement in the services and to find out the customer problems regarding services in order to cope up with the increasing competition in the market.