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Customer satisfaction start from the time we sell a product or a service, a perfect need analysis should be done to suugest the best product or solution, If just for sake of selling we give wrong product/service than ultimately the user will feel uncomfortable after some time.
Feed back at regular time interval will be best to measure Customer Satisfaction.
Any feedback on my comemt are welcome :-)
The customer is the best person to say how to improvement the business to satisfy the customers. From Poor to Fair to Good to Very Good to Excellent is the step forward to improve the satisfaction level. There is no end for value addition to the customer. Yesterday was Value Addition and the customer said “Wow”, Since no competitors following this, today that has become a best practice. Everybody started following this and therefore tomorrow the same become Standard among the industry.
Never ending process and we have to constantly and continuously induce customers to have positive experience. The customer should be kept engaged positively all the time to retain. To do this, we have to make sure our employees are kept engaged positively to transfer the effect to customers wholeheartedly. Yes! The Customer Engagement that keeps positive experience going and telling families, friends and colleagues to visit and experience the similar one.
Methodology – Make use of modern technology. Everybody has email ids and web access. Invite through email for web-based surveys. Do web survey among employees to find out to what extent the employees are kept engaged by management, superiors, and peers. Questions should reflect on these people relationship. Improve this engagement level first.
Then do web based engagement survey with customers and measure the customer engagement level. Bridge the gap by improving. Questionnaire should not be too large for customers to ignore the survey. Speedy world and crispy survey is encouraged. There can be four questions related to the processes that results in to satisfaction level and one on advocacy and one on loyalty.
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