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What is the customers evaluation of a good or service in terms of whether that good or service has met their needs and expectations?
Wiki User
∙ 10y ago
Satisfaction
Wiki User
∙ 10y ago
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What is Cadbury's promotional objectives?
Cadbury's promotional objective is for potential customers to know that whatever their selling, whether it is a product or service, exists. Cadbury's promotional objective is for potential customers to know that whatever their selling, whether it is a product or service, exists.
Internal customers must receive the same high levels of service as external customers?
Internal customers are are customers that are directly related to the business's. External customers are people just come off the street for example. Internal customers should be given the same amount of high service as external because anyone that enters your store should. Whether they are familiar to you or not. Each customer you serve will overall add to the business's' takings. A high level of service will no doubt increase your chances of making a sale, whether or not the customer is internal of external, a customer is a customer and a sale is a sale and every sale and every customer is important.
What is the Evaluation matrix of mission statement?
It is a matrix in which we can measure whether a company is concerned with the elements of its mission or not, these elements could be as follow : Customers, Products Services, Markets, Concern for Survival, growth, profitability, technology, philosophy, Self-Concept, Concern for public image, and concern for employees. ----
What do you dislike about customer service?
Many customers react in a negative way if they have a complaint whether that complaint is justified or not. When a customer has to complain they frequently become anxious and tense, they pre-read the situation before speaking to the customer service staff. This cause many customer to be rude and aggressive. This is the biggest issue facing customer service staff
What is the objective of customers satisfaction research project?
Customer satisfaction is the degree to which a buyer is satisfied with a product, service or company. Customer satisfaction objectives can be broken down into three main groups. The first is satisfaction with the purchase, which includes how well the product performed, and whether it met customer expectations and similar perceptions. The second is satisfaction with the process, which includes ease of making the purchase as well as customer service or warranty interactions after the purchase. The third of the main customer satisfaction objectives is the degree to which satisfaction levels affect future actions, such as recommending a product to others or buying again.
What is evaluation pack?
An evaluation pack is a set of products or services provided by a company for potential customers to try out before making a purchasing decision. It is commonly offered as a trial or demo version to showcase the features, benefits, and usability of the product. This allows customers to assess whether the product meets their needs and expectations.
What is Post purchase evaluation?
Post-purchase evaluation is the consumer's assessment and review of a product or service after they have purchased and used it. It involves evaluating whether the product or service met their expectations, if it provided value for money, and if they would purchase it again in the future. This evaluation can influence future buying decisions and customer satisfaction.
What is Cadbury's promotional objectives?
Cadbury's promotional objective is for potential customers to know that whatever their selling, whether it is a product or service, exists. Cadbury's promotional objective is for potential customers to know that whatever their selling, whether it is a product or service, exists.
Internal customers must receive the same high levels of service as external customers?
Internal customers are are customers that are directly related to the business's. External customers are people just come off the street for example. Internal customers should be given the same amount of high service as external because anyone that enters your store should. Whether they are familiar to you or not. Each customer you serve will overall add to the business's' takings. A high level of service will no doubt increase your chances of making a sale, whether or not the customer is internal of external, a customer is a customer and a sale is a sale and every sale and every customer is important.
What is an institution's evaluation of whether a person is suitable to receive credit called?
An institution's evaluation of whether a person is suitable to receive credit is called:credit rating
What services does Fedex International provide?
FedEx International offers easy international shipping to its customers whether they ship internationally occasionally, moderately, or regularly. They offer discounts to customers who use their service frequently.
Why is it important to build a positive relationship with customers?
The ideal relationship between customer and service or salesperson is based on honesty, integrity, trust and reliability. You can achieve this by offering sound information and by delivering what has been promised. Customer focus means building company integrity through the development of brands, products and service styles that customers consider to be credible and reliable. Thus your organisation will be perceived as a dependable guide to quality and consistency of performance.When your customer tell you what they need and whether they are happy with the product/service provided, it is easier for you to meet their expectations. Good interpersonal skills contribute to your ability to exchange information with customers and to build relationships. Customer service is a process which revolves around the notion that customers are happy to do business with you because they know that they will be treated well and will receive value for money.
What are the theories about customer satisfaction?
There are multiple theories about customer satisfaction, including the expectancy-disconfirmation theory, which suggests that satisfaction is determined by the discrepancy between customers' expectations and their perceived performance; the equity theory, which states that customers evaluate satisfaction based on the fairness of the exchange between the company and themselves; and the disconfirmation theory, which suggests that satisfaction is determined by whether or not the customer's expectations are met or exceeded.
Components of total quality management?
Total Quality Management (TQM) ComponentsTQM has four basic components1. Put customers first2. Make Continuous Improvement3. Aim for zero defects4. Training and developmentPut Customers FirstA quality product or service satisfies customer's needs and expectations. Whether a product or service is of high or low quality, will be decided by how it made the consumer feel and whether consumer expectations were satisfied or exceeded. See quality. If customers are not put first, then customer expectations will be difficult to satisfy and consequently quality will not be achieved. Customers can be put first through a variety of initiatives including• Undertaking market research to discover consumer needs so that the organisation can develop products and services that exceed their consumer's needs.• Looking after all customers whether internal or external. Internal customers are employees of the organisation and are known as customers when they approach each other for a service. External customers are all non-employees (of the organisation) that approach the organisation in connection with a service or product.• Effective customer care systems.• Ensuring that all service standards are met.• Listening to customer views and opinions. Responding to customer views including resolving customer complaints in a manner that satisfies their expectations. Once customer complaints are resolved they should be analysed to prevent future recurrence.Make Continuous ImprovementThe Japanese term "kaizen" has contributed to this component. Kaizen believes that there are no limits to continuous improvement. This means that a TQM organisation will continuously strive to improve their product/service and increase the quality standards. A TQM organisation will also view change positively whether the change involves a process change or a change in customer needs and expectations. This is because changes will enable the organisation to develop and explore quality.Aim for Zero DefectsThere are a number of reasons behind the aim to eradicate defects. Defects are expensive because they will lower the customer's confidence in the product. Also it is more expensive to rectify defects than it is to prevent them occurring in the first place. Zero defects can be achieved through a combination of quality assurance and quality control ( visit the relevant sections by clicking on the links).Training and DevelopmentAn organisation will need to train their employees to ensure that they understand the principles of TQM. A TQM organisation employee will need to understand how TQM is to be achieved or maintained and how they as an employee will ensure that the organisation emulates TQM. Unless each employee accepts and believes in TQM it will be difficult for the organisation to practice TQM.
What does it mean to exceed customer's needs and expectations and why it is important?
When a customer comes to a business that customer expects a very specific think by going to that location. Whether that is to pick up a new shirt or have repairs done on a vehicle there is always an expectation. Once finished with said transaction that customer can leave feeling one of three ways: 1. Expectations met 2. Expectations not met 3. Expectations exceeded If you do not meet a customers expectations (i.e.- you were extremely rude or extremely overpriced) you can wave goodbye to that customer forever. They will never return and will most definitely tell their friends never to go either. If you meet a customers expectations they may return or may not. They will probably shop around next time looking for a better deal or environment elsewhere. If another establishment exceeds their expectations... Kiss them goodbye, you'll never see them again. If you exceed their expectations they will return and will tell all their friends as well. They become loyal customers and repeat business. That is what keeps businesses alive
What does it mean to exceed customer's needs and expectations and why is this important?
When a customer comes to a business that customer expects a very specific think by going to that location. Whether that is to pick up a new shirt or have repairs done on a vehicle there is always an expectation. Once finished with said transaction that customer can leave feeling one of three ways: 1. Expectations met 2. Expectations not met 3. Expectations exceeded If you do not meet a customers expectations (i.e.- you were extremely rude or extremely overpriced) you can wave goodbye to that customer forever. They will never return and will most definitely tell their friends never to go either. If you meet a customers expectations they may return or may not. They will probably shop around next time looking for a better deal or environment elsewhere. If another establishment exceeds their expectations... Kiss them goodbye, you'll never see them again. If you exceed their expectations they will return and will tell all their friends as well. They become loyal customers and repeat business. That is what keeps businesses alive
Which determines whether a project should go forward?
system evaluation
