Customer Satisfaction Tuesday, August 27, 2019

Customer Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations

Customer Satisfaction is a function of perceived performance and expectations of the customer.

A company must develop a competitively superior value proposition and a superior value delivery system.

It often happens that customers are dissatisfied because of a wide gap between Brand value and Customer value. So it is recommended that marketers pay as much attention to building brands as in influencing company’s core processes.

The goal of a company should be to maximize customer satisfaction, subject to delivering acceptable levels of returns to the other stakeholders within constraints of its resources.

Four methods of tracking customer satisfaction:

1.      Feedback and Suggestion Forms

2.      Customer Surveys

3.      Ghost shopping

4.      Analyze lost customers 

Quote : Marketing Management by Philip Kotler 10th Edition