Measuring Customer Satisfaction

In the wake of accredited economic decline, organizations clearly understand the need for good node relations. Consumers argon paying strict attention to the step, cost and availability of the products they desire. Moreover, consumers atomic number 18 nonice the business practices of the organizations that fork up them with goods and service. Organizations understand that in order to be gainful they need to create and maintain a wholesome client bum and in order to do this the customer has to be slaked.When measuring the quality of an organizations goods and services, customer cheer predicts whether they retain their current customer base. At the very least organizations want to maintain current customers because adding clean ones can be costly. Organizations need to know what expectations their customers have of their services and products, the military capability of their marketing strategies, the strength of their companys image, as well as the key elements that inti mately heavily influence customer retention for their business (Importance of Customer Feedback, 2011).This opus will explore what scoop out practices such as customer feedback and evaluations, customer delight, market analysis, service analysis and marketing strategic planning organizations argon using to measure customer satisfaction in order to maintenance their loyal customers while adding new ones. Customer Feedback and Evaluations Organizations be listening to and performing on what their customers be saying by using customer feedback and evaluations tools to correct their companys success.They using this to stay in sync with their customers wants and demands of the goods and services they provide. Companies understand by tailoring their goods and services to meet the customers desires will hint to higher business success (Bosma seek International, 2011). Customer Satisfaction Companies argon realizing that for them to maintain a high level of success customer satisfa ction is the key.They understand to achieve this, they have to know who their customers atomic number 18, whats important to them, how satisfied they be with their goods and services, what obliges them coming back or why are they leaving, what are their needs and expectations of the goods and services provided and are those needs and expectations being met (Bosma Research International, 2011). securities industry Analysis Market analysis is a nonher important tool that organizations are using to measure customer satisfaction.During this analysis, companies are looking at who are their competitors, how do customers compare them to their competitors, what can they do to increase their competitive bound and how do they compare to industry standards and benchmarks (Bosma Research International, 2011). Service Analysis Organizations hope heavily on their internal analysis and they understand the importance of this tool.In this analysis, companies are looking at what goods and servi ces they provide are approximately important to their customers, what elements drive customer satisfaction and what is it about the goods and services they provide affects customer retention the most (Bosma Research International, 2011). Marketing and Strategic proviso Fin eithery, businesses are using marketing and strategic planning techniques to measure customer satisfaction. Organizations are looking at the changes needed to their goods and services, how to prioritize the changes and how to implement the changes (Bosma Research International, 2011).Companies understand that this tool is probably one of the most important however, all the aforementioned customer satisfaction measurements are closely interlinked. Types of Industries Compiled below are a list of industries I think would benefit from the customer satisfaction tools discussed in this paper Chemical Consumer Products Electronics Consulting Retail Publishing Media Health pull off Professional Services Telecommunicat ions Financial Services Banking Computer Software and Utilities. distributively of these industries has a customer ase that they provide goods and services to moreover, they each have a large number of competitors that their customers can choose. Linkage to My Organizations Practices This is a challenge linking these customer satisfaction tools to my former organization (US array) because the Army does not sell products or services. However, I will go out on a limb to say that the US Army sells itself to the American sight to gain recruits, trust and support. The US Army uses internal feedback and evaluations to improve training, food, housing, health check services, weapon systems and other equipment to retain current force levels.They understand that if Soldiers are not satisfied they will leave the service in speedy numbers. The US Army does have competitors (i. e. US Air Force, Marines, Navy, Coast oppose and Civilian Industries) and they look at what their competitors are o ffering that is equivalent. The US Army spends millions of dollars on marketing and strategic planning to attract new recruits as well keeping their current personnel. Recommendations for My Organizational Improvements I would recommend meliorate the quality of pay and benefits, recreational services, medical services, and assignment rotations.SummaryIn conclusion, customer satisfaction is an important factor for the bottom line. Statistics show that the typical company gets 65 share of its business from existing customers and it costs quintuplet times more to find a new customer than to keep an existing one happy. One study found that businesses with 98 percent customer retention rate are twice as remunerative as those at 94 percent (Evans & Lindsay, 2009, p. 193). This research shows the importance of creating and implementing best practice tools to measure customer satisfaction, in doing so businesses will not only retain their current loyal customers but also in return add new ones.