Customer Satisfaction

Topics: Customer service, Customer, Customer satisfaction Pages: 5 (816 words) Published: October 6, 2014


Customer Satisfaction

By: Poonam Sheikh
Professor: Gary Midkiff
DeVry Keller University
BSOP588
09/26/2104

Customer satisfaction measures how well the expectations of a customer's reaction

involves to the quality of the product or service that is provided by an organization. It is essential

for all businesses to ensure that every customer is satisfied with their products or services that is

delivered to them. Many organizations measure customer satisfaction as a way to improve and

manage their business. It can help a business not only keep its customers long term , but provide

insights on attracting new customers in the future.

There are assessments and periodic evaluations to monitor satisfaction when a customer

make purchases. Companies can gauge in customer satisfaction by calling, emailing, surveys,

online forums, suggestion boxes, and conducting focus groups. It is a great way to monitor

customer relationships and resolve any problems with a product or service. Following up with

customers can help understand customers' perceptions, experiences, issues and concerns of the

product or services provided to them. The author of an article called "Other ways to Gauge

Customer Satisfaction'' discusses about Customer satisfaction surveys. These surveys can help

the business learn more about the customer experience and establish a benchmark for measuring

customer loyalty overtime. Depending on your marketing priorities, you can develop a survey

with the right questions to ask (Ramirez,2013). Its best to try reach customers before, during, and

after their interactions with you.

I work in the Hospitality industry with over 500 employees. It is a catering company that

designs every event from wedding, corporate, bar/bat mitzvah, social catering events, and black

tie galas. This organization focuses on providing high quality food and beverage services in the

course of the business. Our goal is to exceed customer satisfaction and retain clients loyalty. To

achieve excellence in our organization, we have continual improvement that drives us to be more

competitive and sustain customer satisfaction. One of the many goals is to attract new

catering/event guests and increases frequency of existing guests. This requires the company to

use best practices that will help keep company's base. The company does respond to the voice of

the customer through interviews of what the client expects. It is important for the organization to

deliver as promised, go the extra mile, and resolve all issues for every customer. The

organization I work for is very customer focused and it's a huge deal to build relationships with

many clients. They take customer feedback into action, creating experiences and services to

customers.

At this company, there is someone who conduct interviews for clients in person and

over the phone to seek out all of the client's expectations for an event or resolution to any issues.

The authors of the book "Quality Management for Organizational excellence" discusses the key

to providing superior value is innovation. The failure to innovate will allow other companies to

take your customer base. Organizations should measure customer retention than just measuring

customer satisfaction because customers can likely migrate to a competitor. Customer retention

surveys is more accurate indicator that shows customer loyalty(Goetsch & Davis, 2013). My

organization I work for constantly contact customers for total quality setting. They focus on

always improving quality in their culinary creations. Also, have setting that is customized

to the customers' needs which can be anything from textiles to props to design elements.

Lastly, my organization I work for has mystery shoppers at events which can...
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