Customer Satisfaction – What is it? Definition, Examples And More

Customer satisfaction: Recently, there has been a broad and noticeable appearance of customer satisfaction, especially in the context of competition and the increasing number of Parallel Profits business organizations operating in the same sector, especially with the expansion of international and global markets, and with increasing volume and rate of commodity and service outputs, The organization maintains its list of customers as they are the most important part and the ultimate goal that these organizations make an effort to maintain, as they are the main reason for these organizations to ensure continuity, success and ability to achieve competitive advantages.

Gain Customer Satisfaction

The market is packed with many conflicting trends, each of which aims to attract all customers to its class. The goal of each party is to harness all the resources available to it to overcome the other and to study all the external and internal factors available to win customers in a way that ensures increased sales volume, Achieving material goals.

From here we have seen the field of customer satisfaction as one of the urgent necessities to achieve all previous goals, and given the importance of this aspect we chose to talk about him extensively in this article.

Customer Satisfaction Concept

The concept of customer satisfaction is reflected in the efforts of various businesses to win the satisfaction of consumers by providing material productivity products or services according to the criteria appropriate to their needs and needs and preventing their acquisition by other competitors by selling products at reasonable prices The quality is suitable, the delivery times are provided by the seller and buyer parties without any delay.

The concept of customer satisfaction is reflected in the efforts of various businesses to win the satisfaction of consumers by providing material productivity products or services according to the criteria appropriate to their needs and needs and preventing their acquisition by other competitors by selling products at reasonable prices The quality is suitable, the delivery times are provided by the seller and buyer parties without any delay.

Customers are considered to be marketing concepts that measure the conformity of products and services to the expectations of consumers in terms of price, quantity, delivery times and distribution in the markets. This is done through a combination of administrative and marketing processes that ensure the achievement of balanced performance, Satisfies its customers and thus satisfies all parties.

Relationship of employee satisfaction with customer satisfaction

There is a close relationship between customer satisfaction and employee satisfaction. The employee’s access to all his material and moral rights increases his love for his job and his loyalty to his business, as well as his motivation to work, which positively reflects his professional performance and quantitative and qualitative productivity. These outputs.

Methods of Measuring Customer Satisfaction

Methods of Measuring Customer Satisfaction

(Kano Model) This type focuses on three types of product-related needs, whether commodity or service;

✪ Must-be requirements: These are the requirements and requirements recognized in the product; the requirement to work for these requirements does not indicate that in the case of complete satisfaction with the product; however, if the product does not meet the basic requirements required by the customer, To buy products of other facilities.

✪ One-dimensional requirements: This level refers to the degree of proportionality and equality between the needs of the product in line with the needs of the client; in the event satisfied satisfaction, if satisfied, The more accurate the products, the more satisfied the customer is.

✪ Attractive requirements: include the requirements of the criteria to be met in the product; leave a significant impact on the same customer and satisfy his satisfaction; enter these requirements into the product at the customer’s desire; or introduce them into his own product as an addition to efforts to achieve relative satisfaction more.

Multi-criteria analysis

(Multi-criteria Satisfaction Analysis): This type is mainly based on the multi-criterion decision analysis approach, assuming that full customer satisfaction is based on a set of variables that describe the goods and services provided by the entity.

Smith system

In addition to this, Professor Scott Smith has proposed some smart ways to turn customer feedback into a measure of customer satisfaction:

✪ Per Perceived quality.
✪ Customer loyalty (Loyalty).
✪ Customer satisfaction with the product or service provided to it (Attribution satisfaction).
✪ In Intention repurchase.

Net Promotion Index

Which is described as the best way to draw feedback on the client’s experience; and to assess satisfaction with the product or service obtained from the entity; this indicator is based on knowing the likelihood of advising the customer to use the product or service; Based on the necessary numbers.

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