Government Contracts

CSC - Customer Satisfaction

Customer satisfaction is an expression that is used in marketing and is a measure of how services and goods supplied by a company that either meets or surpasses the customer’s expectation. Customer satisfaction is sometimes measure through surveys. A variety of survey methods are used to determine customer satisfaction: phone surveys, Internet based surveys, face-to-face surveys and questionnaires are a few methods used. Companies want to gather as much data as possible from these surveys to help bring in loyal customers, customers they will be repeated buyers of their good or services. In today’s marketplace customer satisfaction is a key in every business. Companies do not want to lose a customer because of bad customer service or because they did not respond to an issue promptly. It is essential for a company to manage customer satisfaction effectively and efficiently. In some instances customer satisfaction take can take a lesser stand if the firm has some type of bargaining power over the customer. (Fang-Ming Hsu, Tser-Yieth Chen, Wanf, 2010)

Customer satisfaction for companies providing services to the government is measured different than customer satisfaction measured for most companies. These contractors have to meet certain expectations before they can be considered for a bid in the contract. Most contractors within the federal government have been there for many years and have exceeded the expectations of its clients. Government contracts have to be published to all known contractors for that field of work. Each company will get a list of expectations provided to them. The company will then have to determine if they can do the work is placed up for bid. If so, the contractor company must find a way to cut cost in most areas and under-bid the other contracts going after the contract. This presents issues with the contractor already doing the work because they too now have to find away to do the same work for...