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Measuring Customer Satisfaction (Mcs)

In: Business and Management

Submitted By shequila07
Words 687
Pages 3
Shequila Elmore
BSOP 588
Measuring Customer Satisfaction
Shequila Elmore
BSOP 588
Measuring Customer Satisfaction

Customer satisfaction is the extent to which a customer is happy/satisfied with the products/services being provided by the organization. It is one of the most important indicators of a successful organization. As. Theodore Levitt once said “The purpose of a business is to create and keep customers”. This means we have to measure the customer satisfaction which is also help the organization by providing insights into how to attract new customers. There are several methods for measuring satisfaction including surveys, focus groups, complaint analysis and user groups.
The most used method is the customer survey method, which could be brief or lengthy feedback forms. Surveys can be provided in several ways such as the mail, email, or over the phone (Simpson). Surveying a customer after he/she searches a website with a pop up which guides them to another screen where they can rate the information they found, whether it was useful or not, or staying on the line after you finish with a representative to take a automated survey. This method is used to capture important data that it can use to determine the company’s strengths and weaknesses regarding levels of service (Mayhew).
Field intelligence is another method for gathering customer information. Any employee who comes in direct contact with customers can obtain useful information simply by engaging in conversation and listening to customers or just by simply observing customers behavior (Evans 0040). For example a theme park noticed that the paper hats that were given to customers at the gates were being dropped and left on the ground so they eliminated them. To make sure it’s done the right way organizations need to build awareness of the need to gather information, develop a system to feed...

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