Research Papers Satisfaction

In other b2b markets there may well be influences on the buying decision from engineering, production, purchasing, quality assurance, plus research and development.Because each department evaluates suppliers differently, the customer satisfaction programme will need to cover the multiple views.Direct contact with customers indicates what he is doing right or where he is going wrong.

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It seems self evident that companies should try to satisfy their customers.

Costs will be incurred in the market research survey. Training may well be required to improve the customer service.

The implications of customer satisfaction studies go far beyond the survey itself and will only be successful if fully supported by the echelons of senior management.

For this reason customer surveys are necessary to measure and track customer satisfaction.

Developing a customer satisfaction programme is not just about carrying out a customer service survey.

Large businesses may have regionally autonomous units and there may be some fiefdom that says it doesn’t want its customers pestered by market researchers.

The sales teams’ Christmas card lists may well be the best lists of all but they are kept close to the chest of each sales person and not held on a central server.

And even if your customers are completely satisfied with your product or service, significant chunks of them could leave you and start doing business with your competition.

A market trader has a continuous finger on the pulse of customer satisfaction.

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