Table of Content

TABLE OF CONTENT
Part I
1. Introduction
2. Company profile
a. About organization
b. Organization chart
c. Aims and objectives
d. Any specific information of the organization
Part II
3. Objectives of the study
4. Research Methodology
a. Method of data collection
b. Data Source
c. Sample design
d. Universe
e. Sample type
f.
Sample size
g. Sample Unit
h. Statistical tools to be used
5. Problems and Limitations
Part III
6. Data Analysis & Interpretations
7. Findings
8. Suggestions/Recommendations
9. Conclusion
10.Bibliography
11.
Appendix
INTRODUCTION
Theoretical Framework
Customer Satisfaction
The 21-century belongs to the service sector. The customer of yesteryear was a silent person
who uncomplainingly purchased the goods from the market place. There is a new customer
emerging today. Customer satisfaction can be defined as, customer satisfaction is the feeling
derived by the consumer when he compares the actual performance of the products with the
performance that he expects of it.
The measurement of the customer satisfaction typically begging when a company realizes
that their customer s are the people who provide the revenues that, hopeful, will cover
expenses. Most companies start by establishing a customer satisfaction baseline. Then they
taegat year by year improvement.
Understanding customer requirement and delivering superior quality goods and services to
achieve composer satisfaction lead to the retention and growth of the customer.
General Idea about the satisfied customer :

Satisfaction is a personas feeling of the pleasure or disappointment. It is resulting from
comparing a products perceived performance with his or her expectations from it.
Satisfaction is more of an emotional concept. Today organization are aiming at high
satisfaction rather then at customer delight because customers who are just satisfied still find
it easy to switch over when a batter offers comes along. Those who are highly satisfied are
much less ready to switch over . high satisfaction or delight creates an emotional bound with
the brand and customer starts looking at an offering emotionally and just rationally.
The aim of marketing is to meet and satisfy target customers needs and wants but knowing
customer is never simple. Customer may state their needs and wants but act otherwise. They
may not be in touch with their deeper motivations. They may respond to influenchat to
change their mind at the last minute. Some of todays most successful companies are raising
expectation and delivering performanses to match. These companies are aiming at TCS- Total
customer Satisfaction.
Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much

more attention to satisfying customers. In a competitive marketplace where businesses
compete for customers, customer satisfaction is seen as a key differentiator and increasingly
has become a key element of business strategy.
Customer Loyalty
These four factors will greatly affect your ability to build a loyal customer base:
Products that are highly differentiated from those of the competition.
Higher-end products where price is not the primary buying factor.
Products with a high service component.
Multiple products for the same customer.
Loyal Customers and Loyal Workforces
Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a given
these days. It is especially important to retain those employees who interact with customers
such as sales people, technical support, and customer-service people. Many companies give a
lot of attention to retaining sales people but little to support people.
The increasing trend today is to send customer-service and technical-support calls into queue
for the next available person. This builds no personal loyalty and probably less loyalty for the
firm. Before going this route, be sure this is what your customers prefer.
Instant Feedback
Recently, many organizations have implemented feedback loops that allow them to capture
feedback at the point of experience. For example, National Express, one of the UK's leading
travel companies invites passengers to send text messages whilst riding the bus. This has been
shown to be useful as it allows companies to improve their customer service before the
customer defects, thus making it far more likely that the customer will return next time.
Listen to your customers.

Is there anything more exasperating than telling someone what you want or what your
problem is and then discovering that that person hasnt been paying attention and needs to
have it explained again? From a customers point of view, I doubt it. Can the sales pitches
and the product babble. Let the customer talk and show them that you are listening by making
the appropriate responses, such as suggesting how to solve the problem.
TOOLS FOR TRACKING AND MEASURING CUSTOMSR SATISFACTION

Complain and suggestion systems:
A customer centered organization makes it easy for its customer to deliver suggestion and
complaints. Many restkaurents and hotels provide forms for guests to report what they liked
and disliked there. Some companies establish hot lines whit toll-free telephone numbers.
Companies are also adding Web pages E-mail to facilitate two way communication
Satisfaction customer survey:
Studies show that although customer are dissatisfied with one out of every four purchases,
less than 5 percent of dissatisfied customer will complain. Most customers buy less or switch
over to other suppliers. Responsive companies measure customer satisfaction directly by
conducting periodic survey s. They send questionnaires or make telephone calls to a random
sample of recent customer.

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General Idea about the satisfied customer :

Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much

Listen to your customers.

TOOLS FOR TRACKING AND MEASURING CUSTOMSR SATISFACTION

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