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Do you agree that high levels of customer satisfaction (with pleasurable experiences) are strong predictors of customer retention/loyalty?

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Question added by Arshad Hussain , Senior Manager Operations , Pakistan Revenue Automation Pvt Ltd
Date Posted: 2013/07/07
BRENA NDOU
by BRENA NDOU , Secretarial or Administrative Duties Administrative Assistant , Ncube-Tshabalala Attorney

yes i agree because for a customer to be satisfied with your services loyalty is required especially regarding prices, delivery etc

SOUD NABIR
by SOUD NABIR , waiter , HALWA APAZ RESTAURANT

yes this is key aspect of customer service

Abdulhaq  Tootla
by Abdulhaq Tootla , management , brandzz

yes along with giving the customer more value for time and money

RAJNISH SHARMA
by RAJNISH SHARMA , Manager Operations , Aditya Birla Sunlife Insurance Co.

Yes..this is true but for how long it continues depends on degree of services and quality standards of the business unit.

ingo Looft
by ingo Looft , Owner , Active Automotive Expert Consulting and Service

Of course this is the key in customer service 

Yes, indirectly thses are interrelated. The satisfied customer will not complaint about the concern but it not mean that he will give future business. Incase of loyal customer he will give the repeated business to organisation. The high level of satisfaction will assure the retention customer.

mohammed ikram
by mohammed ikram , Senior Financial Analyst , Easa Saleh Al Gurg Group

yes, its proved everytime that any customer given any extra benefits seems to remain loyal for a longer time.

Niranjan Shastri
by Niranjan Shastri , Associate Head Marketing , Sunflag Iron & Steel Co. Ltd.

Yes, to a certain extent.
When a consumer is satisfied or more so delighted with your product, there is very high chance of repeat purchase.
So you have a certain level of loyalty involved.
But then the consumer sets very high expectations for a repeat purchase and to continue with that loyalty and to avoid monotony one needs to keep on trying to improve or bring in novelty (keeping the expected quality intact) on the already good product.
This is all the more important in a competitive space like consumer electronics, FMCG etc.
This aspect is less relevant in the super luxury or niche segments as usually there is less competition.
For eg.
say a bentley or a ferrari customer who is very satisfied with his buy would usually not go to a rolls royce/aston martin for his next change, of course unless he is not given due importance as a repeat customer...!

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