Customer Satisfaction

persona & Productivity Journal February 2002 Results that you can count on. Customer merriment Measurement - Ashish Bhave, Product Executive, Symphony Technologies Introduction If you cannot measure it, you cannot improve it. - passe-partout William Thomson Kelvin (1824-1907) Measurement of Customer Satisfaction is a sweet significant addition to the new ISO9000: 2000 raiseard. Organizations certified to this standard atomic number 18 now required to identify parameters that cause customer gladness or dissatisfaction and consciously measure them. Clause 8.2.1 in ISO9000: 2000 states: As one of the measurements of the performance of the Quality Management System, the organizations shall monitor randomness relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and victimisation this information shall be retrieved The requirement has been there in the QS9000 standard clause 4.1.6 which says: ... Trends in customer satisfaction and make indicators of customer dissatisfaction shall be documented and supported by documental information. These trends shall be compared to those of competitors, or appropriate benchmarks, and reviewed by senior management.

on that point is obviously a strong link between customer satisfaction and customer retention. Customers perception of Service and Quality of product will determine the success of the product or service in the market. With better understanding of customers perceptions, companies can determine the actions required to meet the customers needs. They can identify their own strengths and weaknesses, where they stand in comparison to their competitors, chart out path upcoming progress and improvement. Customer satisfaction measurement helps to promote an change magnitude focus on customer outcomes and stimulate improvements in the snuff it practices and processes used within the company. There is a lot of consider and confusion round what exactly is required and how to go about it.... If you want to get a full essay, order it on our website: Ordercustompaper.com

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