Customer Satisfaction/Customer Service/Customer Care

Question 1

What is customer satisfaction?

Answer 1

Organisations need customers in order to survive. It is therefore vital that new and existing customers are satisfied when they buy a product/use a service.

Question 2

How do organisations ensure customer satisfaction?

Answer 2

Provide the highest possible quality product.
Train employees to the highest standards.
Recruit candidates with customer service skills/experience.
Have a customer care policy (a document outlining the terms of service that will be offered)
Having a customer complaints procedure.
Having an FAQ (frequently asked questions) section on your website.
Offering an after-sales service (e.g. warranty, installation, advice).

Question 3

How do organisations know if customers are satisfied?

Answer 3

Customers filling in surveys (online, in store or via telephone).
Reading comment/suggestion cards left by customers.
Engaging with social media (e.g. reading posts on Twitter).
If customer numbers are increasing/decreasing.
Focus groups (gathering a group of customer to seek their opinion on products/services).

Question 4

What are the benefits of satisfying customers?

Answer 4

Increased sales/profits for the organisation.
Customers will return to the organisation (customer loyalty).
New customers will be attracted to the organisation.
Improves the reputation of the organisation.
Higher prices can be charged as customers know they’ll get good service.
Reduction in customer complaints.
Organisation may win awards for their customer service.