MARY JANE A.

RESENTE TOTAL QUALITY MANAGEMENT

CBET-19-301E PROF. ROGELIO HERNANDEZ

WRITTEN REPORT
CUSTOMER SATISFACTION:

Customer satisfaction is defined as the number of customers, or percentage of

total customer, whose reported experience with a firm, its product or its services exceed

specified satisfaction goals.

Key points:

 Customer satisfaction is more of a felling or attitude towards a product or service.

 Expectations of the customer is a key factor of satisfaction.

Satisfaction can expressed in many ways:

 Positive word of mouth

 Giving compliments

 Brand loyalty to the service organization

Customer delight arises when perceptions exceed expectations. External customer

satisfaction shows the extent to which the organization:

1) Uses methods for determining and monitoring external customer’s perceived

quality and value

 2) Uses customer feedback to improve product/service quality.

3) Handles complaints, resolves them , and uses complaint information for quality

improvement and prevention of recurrence of problems

4) Measures performances against customer targets

5) Compares its customer satisfaction results with that of main competitors.

A summary of ways to improve internal customer satisfaction is given below:

1) Treat employees as the company would treat its customer

They are valuable members of the organization and they must feel

important for the organization.

2) Share the company vision

Communicating the company’s vision with the employees will make them

feel a part of the company. It can help them align their goals with those of the

company.

3) Surpass their expectations

To make employees happy, offer unexpected gifts or bonuses, arrange

team parties, take them out for a team lunch or dinner and other ways

4) Take feedback and suggestions

To better understand employees: the company must know what they feel

about their jobs or their work environment.

5) Show appreciation for good work

Appreciate a good work done.