Dr.K.Baranidharan

Present by…

TOTAL QUALITY

MANAGEMENTTQM

2April 12, 2023

CUSTOMER SATISFACTION

Presented by

Dr.K.Baranidharan

Customer satisfaction

• “an expression of dissatisfaction on a consumer’s behalf to a responsible party” 

• Consumer  complaints  are  usually  informal complaints directly addressed to a company or public  service  provider,  and  most  consumers manage  to  resolve  problems  with  products and services

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CUSTOMER SATISFACTION

• The most important asset of any organization is its customers

• Satisfied customers pay their bills promptly which greatly improves cash flow – the lifeblood of any organization

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ORGANIZATIONAL HIERARCHIAL DIAGRAM

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CUSTOMER SATISFACTION• Customers experience of a

product or a service is multifaceted so hard to determine

• It needs to be measured individually to get an accurate total picture of customer satisfaction

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CUSTOMER SATISFACTION

• Customer satisfaction should not be viewed in a vacuum.

• For example, a customer may be satisfied with a product or service and therefore rate the product or service highly in a survey and yet same customer may buy another product.

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CUSTOMER SATISFACTION

• Similarly customer’s view about a product or service are useless if customer’s view about competitors products are not understood.

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CUSTOMER SATISFACTION

• The value customers places on the product compared to another may be a better indication of customer loyalty.

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Factors Influencing Customer Satisfaction

• Product quality• Service quality• Price• Specific product or service features• Consumer emotions• Attributions for service success or failure• Perceptions of equity or fairness• Other consumers, family members, and coworkers• Personal factors• Situational factors

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Internal Customer:Inside the company are called

internal customers.Example: department,

management, staff, ervery person in a process is

considered as a customer of the preceding operations.

TYPES OF CUSTOMER

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External Customer:outside the company are

called external customers.Who uses the product or

servicesWho purchases the product or

servicesWho influences the sale of the

product or services.

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• 1.purchaser (any one)• 2.end  user/ultimate  customer  (finally benefits

from the product)• 3.merchants  (realer, wholesalers, agent,

distributor, brokers)• 4.processors (use the product out/input parts)• 5.suppliers (who provide input (raw materials)• 6.potential  customers  (not currently using the

product but capable of becoming customers)• 7.hidden  customers  (great influence over the

product design, )

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Dr.K.BaranidharanTHANK YOU