CUSTOMER SATISFACTION

PREPARED BY PELUMI ALLI

WHAT IS CUSTOMER SATISFACTION?

It is the state of mind that customers have about a company when

their expectations have been met or exceeded over the lifetime of

the product or service.

WHO ARE YOUR CUSTOMERS?

Internal Customer are people, departments,

units and groups within an organization

served by what we do.

External Customer are end users of our

organization's product or services. Depositors,

Borrowers, Investors, etc.

MEASURING CUSTOMER’S SATISFACTION

• Thinking• Evaluating

Cognitive

• Emotional-feeling

• Like/Dislike

Affective • Current/Future actions

Behavioural

The customer is our reason for existingThe customer is always right

The customer is the boss

WHAT CAUSES CUSTOMER SATISFACTION?

Perceived Quality

Product or Service Attribute

2 Product or Service Attribute 3

Customer Expectations

QualityReliability

ValueFunction

PerformanceCustomer Satisfaction

Customer Needs

QualityReliability

ValueFunction

Performance

Product or Service Attribute 1

Post Service Behaviors

Customer ComplaintsWord of Mouth

RepurchaseLoyalty

CUSTOMER SATISFACTION FACTS

CUSTOMER LOYALTY

☺ Satisfied customers create profits. Profits, in turn create organizational success and the ability to pay employees.

A loyal customer is a step above a satisfied customer.

A loyal customer always come back and do business with us, while

A satisfied customer may or may not come back.

The choice lies with the customers as the organization tends to suffer if they don’t like what you offer or the way youoffer it and they can simply look elsewhere for similar goods or services.

Example/ Toyota

SATISFACTION / DISSATISFACTION

Satisfactionlevel

Need

Need Met

Beyond satisfaction zone☺

Dissatisfactionzone

From your Personal Life

Need

Need Met

Over satisfaction

☺Dissatisfaction

Tell three different interactions that each of them ended up with one of the three possible situations …!

Unhappy HappyNeutral

ALWAYSUNDERPROMISE AND

OVER DELIVER