Understanding Buisness Customer Satisfaction

Question 1

Name 4 methods of maximising customer satisfaction

Answer 1

1 A firm should research the wants of a customer to find out exactly what would make them happy eg via surveys

2 firm should invite customers to make comments on the product or service that the firm is being offered, eg customer comment cards.

3 The firm has to give good training to their staff to ensure they are polite and helpful to the customer, eg train staff answering passenger queries about a late train where the customer may be stranded in a station.

4 Firms should publish comments from customers to ensure their service is open to public criticism, eg website testimonials.

Question 2

Benefits of improving customer satisfaction

Answer 2

1 Complaints from customers will be reduced.

2 The firm will get a good reputation and may find it easier to get a government grant.

3 Customers stay loyal to a firm that treats them well and so benefit from repeat business.

4 The firm avoids bad press from the TV, newspapers or police in some instances.