5: Customer Satisfaction

Question 1

Two types of customer:

Answer 1

External Customer

Internal Customers

Question 2

Differentiate External Customer and Internal Customers

Answer 2

External Customer - those who use and purchase the product/service and influence the sales process
Internal Customer - Reside inside the organization and use the output of your department.

Question 3

What are the 3 categories of External Customers?

Answer 3

Existing Customers
Potential Customers
Lost Customers

Question 4

the degree to which the customer’s experience of a product or service matches his/her expectations. (Teboul)

Answer 4

Customer Satisfaction Level

Question 5

Give examples of Feedback Mechanisms

Answer 5

Comment Card
Customer Questionnaire
Focus Groups
Toll-Free Telephone / Customer Service #
Customer Visits
Report Card
The Internet 
Employee Feedback
Mass Customization

Question 6

Intent of the card is to get simple information, such as name, address, age, occupation, and what influenced the customer’s decision to buy the product.
Usually attached to warranty card and included with product at the time of purchase.

Answer 6

Comment Card

Question 7

Is a popular tool for obtaining opinions & perceptions about an organization and its product & services.

Answer 7

Customer Questionnaire

Question 8

Is a research method used to find out what customers are really thinking.
A group of customers is assembled in a meeting room to answer a series of questions.

Answer 8

Focus Groups

Question 9

Effective technique for receiving complaint feedback.

Organizations can respond faster and more cheaply to the complaint.

Answer 9

Toll-Free Telephone / Customer Service #

Question 10

Representative from an organization visits a customer’s place of business as a way to gather information.

Answer 10

Customer Visits

Question 11

Information gathering tool to monitor performance on a regular basis
Sent to customers on a quarterly basis.

Answer 11

Report Card

Question 12

Employees can offer insights into conditions that inhibit service quality in the organization.

Answer 12

Employee Feedback

Question 13

a marketing and manufacturing technique that combines the flexibility and personalization of custom-made products with the low unit costs associated withmassproduction.

Answer 13

Mass Customization

Question 14

an expression of dissatisfaction on a consumer’s behalf to a responsible party

Answer 14

Using Customer Complaints

Question 15

What is ASQ

Answer 15

Survey of Dissatisfied Customers

Question 16

What is ASQ

Answer 16

Survey of Dissatisfied Customers

Question 17

Is the set of activities an organization uses to win and retain customers’ satisfaction.
It can be provided before, during, or after the sale of the product or exist on its own.

Answer 17

Customer Service

Question 18

Elements of Customer Service

Answer 18

1. Organization
2. Customer Care
3. Information Sharing - Communication
4. Front-Line People
5. Leadership by Example

Question 19

They decides the ways in which the service should be rendered to the customers.
It provides the necessary training for the service engineers.

Answer 19

Organization

Question 20

Attitude towards customers decides the way you do the service.

Answer 20

Customer Care

Question 21

Represents activities that produce the necessary customer satisfaction that creates customer loyalty, which actually improves the bottom line.

Answer 21

Customer Retention

Question 22

Diagram of Customer Satisfaction

Answer 22

Square - Company Offer
Circle - Customer Needs

Middle - Product that satisfy
S(xC) - Waste