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Our approach to Customer Satisfaction Measurement is to create a Satisfaction Index and use it to develop customer loyalty.
We believe that good ‘Customer Care’ can save money in the long term, and enable a company to grow profitably. But the starting point is to understand what ‘Customer Care’ means for your particular customers
Our process starts with an exercise to determine the ‘attributes’ of customer satisfaction as understood by your customers and distributors. This is normally done in ‘brainstorming’ sessions with invited personnel. This is followed by a monthly survey in order to obtain an index by which the customers satisfaction with the supply of products and services can be assessed, objectives can then be set for product and process improvement
‘The Customer satisfaction Index’ is a measure of how an organisation’s ‘total product’ is performing in relation to a set of customer requirements. By ‘organisation’ we mean the company as a whole; sales, manufacturing and service. The index defines the customer’s perception of your company, including products, personnel and services. Remember, your customer’s perception is reality and what counts, it needs to be tested on a regular basis. Without satisfied customers who repurchase, you need to constantly find new customers to sustain your position in the marketplace. Research has shown that a 5% increase in Customer Satisfaction can increase total revenues by 5.2 %.
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