What are the main goals of customer satisfaction?
Customer satisfaction is the rate to which the buyer is satisfied with the product, service or company. Customer satisfaction objectives can be divided into three main groups. The first is satisfaction with the purchase, which includes how well the product was done and whether it met customer expectations and similar perception. The second is satisfaction with the process that involves ease of making the purchase and interaction of customer services or guarantees after purchase. The third of the main objectives of customer satisfaction is the degree to which level of satisfaction affects future events, such as the recommendation of the product to others or re -purchase.
Companies are very interested in ensuring that customers are satisfied with the performance of the product or the quality of services, as this will affect the future decision to purchase. In fact, the quality may be the most important of customer satisfaction objectives, because the consequences of a bad product or a poorly performed service are virtually impossible to overcome. Companies often conduct an extensive TR surveyHU and product testing to ensure that the product or service meets as many needs and client expectations.
Whether the purchased product is a tangible item, an intangible item or service is important quality. If the customer believes that the product does not work or does not work so well, or if it believes that the product is dangerous, it is difficult to use or not stand for the price, will not be satisfied. The misleading advertisement or advertising that increases the customer's expectations beyond what the product can deliver will also lead to the dissatisfaction of customers.
The satisfaction with the process is also important to consider in determining customer satisfaction goals. A customer who is not satisfied with this process could go to a competitor next time, even if you are satisfied with the performance of the real product. The process includes all actions involved in product research and purchase, but also to solve problems after purchasing.
It is important thatBuyers felt that the purchase process was easy and that their business was appreciated. This means that online and phone systems must be easy to use. The retail places must be properly occupied and all staff must be polite and willing to help the customer as needed. Warranty, return and release processes must also be effective and friendly.
Discussion about customer satisfaction targets should always include an impact on future behavior. Although it is desirable for the customer to have good experience with the product and the process, the truly satisfied customer will return to make future purchases and recommend the product or service to others. This develops the company's customer base and contributes to the long -term relay customer.