@customer-satisfaction
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Registered: 4 years, 5 months ago
Customer satisfaction is a term that is frequently used in marketing. It is a measure of how the products and services provided by a company meet or exceed customer expectations. Customer satisfaction is defined as "the number of customers, or the percentage of total customers, whose report of their experience with a company, its products, or its services (rating indexes) exceed the established satisfaction levels ." In a survey about 200 marketing managers, 71 percent responded that they found the metric of customer satisfaction very useful in the management and control of their businesses. It is seen as a key indicator of performance within the business and is often part of a Balanced Scorecard. In a competitive market where companies compete for customers, customer satisfaction is seen as a key differentiator and increasingly becoming a key element of business strategy. McDonald's world's largest healthy fast-food chain. They are taking Mcdvoice survey to know the customer's opinion about their service and to improve customer service and food product quality. In survey, they collect essential or valuable feedback from the customer to know where they exactly lack, what their customers required and how to improve their customer service. Taking a survey is the best method to know about the service provided by their food store, customer experience, their staff behavior regarding customers. "Within organizations, the index s of customer satisfaction can have far-reaching effects. Enfocando employees about the importance of meeting the expectations of customers. In addition, when these indicators are decreasing, warn the Sobrino enterprise problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it obtains a word-of-mouth marketing, which is free and highly effective." Therefore, it is essential for companies to effectively manage consumer satisfaction. To be able to achieve this, companies need reliable and representative measures of satisfaction. "In investigating satisfaction, companies generally ask their customers if their product or service has reached or exceeded expectations. Therefore, expectations are a key factor behind satisfaction. When customers have high expectations and reality falls short, they will be disappointed and likely to rate their experience below satisfactory, for example, a luxury hotel could receive a lower or lower satisfaction rate than a motel — even if its facilities and the service be considered superior in 'absolute' terms." The importance of customer satisfaction decreases when a company has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an oligopolistic industry, where only a few providers of a product or service exist. As such, many cell phone plan contracts have many small letters preventing them from ever leaving, for example, the providers of 100 cell phone plans, since customer satisfaction will be too low so that customers could Easily look for a better offer. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for companies. This literature is summarized by Mittal and Frennea (2010). Summary of the results in terms of customer experience and behavior, immediate financial results, such as sales and revenues, and long-term results based on the stock market. Nowadays, customer satisfaction is essential for companies, no matter what item it belongs to, it is no longer enough to first reach the market or to hire the fashion artist. Times have changed and with them, the way in which consumers think and this leads us to have modified shopping habits.
Website: https://www-mcdvoice.com/
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