scroll to top
Stuck on your essay?
Get ideas from this essay and see how your work stacks up
Word Count: 568
How do we measure customer satisfaction One way is by conducting customer satisfaction surveys Surveys are suited to measure service quality That is the difference between customers expectations of service and their perceptions of actual service performance Valerie A Zeithaml pgxi Thus surveys can help us understand what customers expect and how they perceive our services Surveys can be done through various media mail telephone and email Besides one of these surveys is the loyalty acid test According to Satmetrix Systems the loyalty acid test can help us design programs to better serve both employees and customers wwwbaincomloyaltyrulesacidtest Some of these programs include support services and policies that encourage employees to deliver better service to customers Some of the questions that are typically asked in a customer satisfaction surveys are the following The first one is about how willing are customers to recommend our business to others Another question has to do with customers overall satisfaction and their likelihood to repurchase again In fact any information that we can get about our customers will help us shape our business Other ways to gather feedback from customers besides surveys include focus groups order forms or by personally talking to the customer But before we can get any information from customers it is important that we get their permission and keep their information private In fact the more information we collect about customers the greater impact our marketing efforts can make and the stronger understanding well have about our customers Thus we will be able to serve our customers better resulting in superior customer service and profitability How does satisfaction differ from loyalty Satisfied customers will stay until there is a better alternative offered to them In fact according to Jill Griffin reportedly satisfied customers went to a competitor once they became aware of greater value Jill Griffin pg3 In addition they dont feel committed to the prior company So there is no
@Kibin is a lifesaver for my essay right now!!
- Sandra Slivka, student @ UC Berkeley
Wow, this is the best essay help I've ever received!
- Camvu Pham, student @ U of M
If I'd known about @Kibin in college, I would have gotten much more sleep
- Jen Soust, alumni @ UCLA