Friday, 15 September 2017

Measuring of customer satisfaction

Actually, there are a number of different methods for measuring customer satisfaction. The simplest method involves the direct measurement of performance across various factors using simple rating scales.

The ongoing measurement of customer satisfaction has change dramatically over the last decade. Although most firms track their customer satisfaction ratings over time, firms that are serious about customer relationship management have adopt more robust means of tracking satisfaction base on actual customer behavior.

customer satisfaction

There are four methods can perform by the company, to find out the level of consumer satisfaction are:

System complaints and suggestions

to identify a problem then the company must collect the information directly from consumers by providing suggestion box. Information collect to provide input for the company.

Consumer satisfaction survey

of consumer satisfaction survey can be carry out by means of surveys by postal mail, telephone, or personal interviews. With this method the company could create two-way communication and show his concern to consumers.

This method can be complete online, by post, telephone or personal interview. Through the survey the company will get feedback and feedback directly from customers and also provide positive signals that the company is paying attention to its customers. Measurement of customers through this method can be complete in various ways, including:

  1. Directly reported satisfaction

    Measurements are done directly through questions such as: "Express how satisfy you are to the service of PT X on the following scale: very dissatisfied, dissatisfied, neutral, satisfied, very satisfied".

  2. Derived dissatisfaction

    The question posed concerns two main things, namely the amount of customer expectations of certain attributes and the amount of performance they feel.

  3. Problem analysis

    Respondents are ask to disclose two key points. First, the problems they face are related to the offerings of the company. Second, suggestions for improvement.

  4. Importance-performance analysis

    Respondents are ask to rank the various attributes of the offer base on the importance of each attribute.  And also rank how well the firm performs in each of those attributes.

Ghost Shopping

Method is use to find out the strengths and weaknesses of competitors and compare it with the company concern.

Analysis of the loss of consumer

Level consumer loss show the company's failure in satisfying its customers. The company should analyze and understand why the consumer stop consuming our products.  A method use for measuring consumer satisfaction can be by means of

    • The measurement can be carry out directly with any questions.

    • The respondent given the question about how big they are expecting a certain attributes and how great that felt.

    • Respondents were ask to write down the problems they face with regard to quotes from the company. Even and as also ask to write down the problems they face with regard to the offer of the company.  Also ask to write down the improvements that they recommend.

    • The respondents may be ask to me ranking the various elements of the offer. It may be base on the degree of importance of each element. It may how well the performance of companies within each element.

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