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Dr.K.Baranidharan

Present by

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TOTAL

QUALITY

MANAGEMENTQM

217 August 2013

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CUSTOMER

SATISFACTION

Presented by

Dr.K.Baranidharan

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Customer satisfaction

an expression of dissatisfaction on a

consumers 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 anyorganization is its customers

Satisfied customers pay their billspromptly which greatly improvescash flow the lifeblood of anyorganization

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ORGANIZATIONAL HIERARCHIALDIAGRAM

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CUSTOMER SATISFACTION

Customers experience of aproduct or a service is multifacetedso hard to determine

It needs to be measuredindividually to get an accurate

total picture of customersatisfaction

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CUSTOMER SATISFACTION

Customer satisfaction should notbe viewed in a vacuum.

For example, a customer may besatisfied with a product orservice and therefore rate the

product or service highly in asurvey and yet same customermay buy another product.

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CUSTOMER SATISFACTION

Similarly customersview about a product or

service are useless ifcustomers view about

competitors productsare not understood.

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CUSTOMER SATISFACTION

The value customersplaces on the productcompared to anothermay be a better

indication of customerloyalty.

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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 isconsidered as a customer of thepreceding operations.

TYPES OF CUSTOMER

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External Customer:

outside the company are calledexternal customers.

Who uses the product or

servicesWho purchases the product or

services

Who influences the sale of theproduct 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 theproduct but capable of becoming customers)

7.hidden customers (great influence over theproduct design, )

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Dr.K.BaranidharanTHANK YOU