Unilever's Self-Assessment: An Analysis

Satisfied customers can be the best advocates, which is why customers’ needs should be satisfied every time.

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

ings of 4.5 or higher. There is general consensus that they have reached the point of diminishing returns and that further investing to

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

Due to the above the management is interested in measuring the current level of customer satisfaction, identifying the events seen as most unfavourable by customers, and proposing and identifying possible courses of action most preferred by customers. Corrective actions include assessing and improving the quality of service provided when answering to customers’ inquiries, providing periodic training to division’s employees in order to maintain a high level of expertise, improving

I am a salesman for a local beer distributor and my boss has ingrained it our minds that we need to treat each day almost similar to a self-assessment. If I'm performing a skill or task correctly, chances are it wasn't/isn't a fluke and I will repeat the success. If I am struggling with a task or skill, I've found that dissecting it and creating a process to help me complete it is the best way for me to improve on something. When an employer asks you to self-assess, they don't want you to expand on what you're doing correctly, they want you to focus on what you need improvement on. You are your best critic and you create your own standard. Self-assessments are accurate and successful when you put forth the effort to really dig deep for the truth on your strengths and weaknesses. These assessments are what you make of them; if you know you need improvement on A, B, and C and you don't take ownership of these weaknesses, then you are hindering your own professional development and future

The main body of the literature review commences with a quick history of consumerism and customer satisfaction and the effects of proper implementation. Various secondary sources examine survey and questionnaire reliability, deciphering such information, along with the

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

Sales take place on facts more readily than on assumptions. Customer satisfaction is also a result of actually delivering value to the customer which he measures by factors like price, delivery and quality. Service is an important feature in any customer relationship and this too is dependant on these reasons that convey a perception of reliability.

Organisations should encourage their staff to participate in the process by encouraging them to undertake regular self-assessment, track their

I have always believed customers are the focal point of any business. I found that having satisfied customers does not mean you are doing a good job. It may mean the customers are satisfied because their expectations are so low and there is no one else doing any better. Having

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Kotler & Keller (2008) build on this definition, stating that customer satisfaction is determined by “the degree to which someone is happy or disappointed with the observed performance of a product in relation to his or her expectations”. Performance that is below expectations leads to a dissatisfied customer, while performance that satisfies expectations produces satisfied customers. Expectations being exceeded leads to a “very satisfied or even pleasantly surprised customer” (Kotler & Keller, 2003, p. 80).