Customer Satisfaction

Measuring Customer Satisfaction

Managing Quality

Measuring Customer Satisfaction

Organizations are continuously looking for ways to gain an advantage over there competitors, for this reason organizations are always collecting data about their customers preferences so that they can better satisfy their needs. There are many factors that consumers take into consideration when choosing where to shop and as you can probably imagine each customer has its own expectation about what good quality and service is. Due to this fact organizations have to find ways to meet the demands of the customers while still remaining competitive. Organizations can set them self’s apart from other competing organizations using several strategies. Customers service, strategic locations, pricing, quality of the products sold, and the variety of the products on their shelf’s are some of the methods organizations can use to have good customer satisfaction and as a result keep their long time loyal customers and attract new ones. Customer satisfaction can be measured using different methods but the most common way is to create surveys because they allow you to receive direct feedback from your customers.

There are many different ways to conduct surveys that allow you to gather essential information about consumers’ needs and wants. The most common ways to conduct surveys are online, via phone, via mail and face to face surveys. It is very important to design surveys in a way that it will be able to provide you with the information that you seek in the most effective way. According to the book, Managing for Quality and Performance, “The first step in developing a customer satisfaction survey is to determine its purpose. Surveys should be designed to clearly provide the users of the survey results with the information they need to make decisions. A critical question to consider is “Who is the customer?” Managers, purchasing agents, end users, and others all may be affected by a...