WHAT IS CUSTOMER SATISFACTION

8/7/2019 WHAT IS CUSTOMER SATISFACTION

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CONSUMERISM IN INDIA AND

CUSTOMER SATISFACTION

PRESENTED BY: BNOY JOBALIA


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MARKETING CONCEPT

Marketing Concept came into being with

marketers realized that they would be able to

sell more if they knew what was required by

the consumers.

Marketers could now understand the factors

which would lead to a particular behavior.


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FACTORS:

Psychological Factors

Personality

Motivation

Perception

Attitude

Learning

Socio-Cultural Factors

Family

Reference Group

Social Class

Culture

Sub Culture


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OTHER FACTORS:

Monopoly and Oligopoly exists in countries like India.

People are weary of the Legal and Judicial System.

Consumers are thus susceptible to manipulations.

These gave birth to Consumerism.

Consumerism and Consumer Movement was born to counterthe influences and dangers of manipulation that were posedby unscrupulous marketers.


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WHAT IS CONSUMERISM??

Consumerism is a term used to describe the effects ofequating personal happiness with purchasing material

possessions and consumption.

Consumerism is all about protection of the interests of the

consumers.

Chambers dictionary(1993) defines consumerism as A

movement or policies aimed at regulating the products or

services, methods or standards of manufacturers, sellers and

advertisers in the interest of buyers, such regulation may be

institutional, statutory or embodied in a voluntary codeoccupied by a particular industry or it may result more

indirectly from the influence of consumer organisations


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COMPONENTS OF CONSUMERISM:

Self-protection by the consumers.

Voluntary Consumer Organisations engaged in organising

consumers and encouraging them to safeguard their interests

is another important element of consumer movement.

Regulation of business through legislation is one of theimportant means of protecting the consumers.

Consumerism has over the time developed into a sound force

designed to aid and protect the consumer by exerting, legal,

moral and economic pressure on producers and providers in acountry like INDIA.


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STAKEHOLDERS IN CONSUMERISM

Consumers

Business Enterprises or Industry

Government


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Consumer Groups in India

Voluntary Organization in Interest of Consumer Education (VOICE)

Consumer Care Society

Bombay Telephone Users' Association

Citizen consumer and Civic Action Group (CAG)

Grahak Sahayak

Consumer Guidance Society of India

All India Chamber of Consumers (AICOC)

Consumer Coordination Council

Akhil Bhartiya Upbhokta Congress

Consumer Unity and Trust Society

Consumer Rights Education & Awareness Trust (CREAT) Rajkot Saher/Jilla Grahak Suraksha Mandal

Upbhokta Sanrakchhan & Kalyan Samiti

Upbhokta Margdarshan Samiti "UMAS"


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Anti Cigarette Campaigns Consumer

Group & Govt. Initiative


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Good Knight - ASCI Rulings

Godrej Sara Lee Ltd(*) (GoodKnight Aerosol) Chutti TV

Aerosol as a fragrant and theactors are inhaling it.

This is highly objectionable as onemust not inhale a pesticide evenif it is safe.

The cannister for the aerosolresembles that of `Hit spray for

cockroaches and other pests.These insecticides are far moredangerous and should not beinhaled directly.


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Bajaj Allianz ASCI Ruling

Bajaj Allianz Life Insurance Co Ltd

(Bajaj Allianz Shield Plus)

Bajaj Allianz makes a comparisonwith a Fixed Deposit in any Bank,

in a taunting and indecentmanner, as if Fixed Deposit has nomerits for a client and is notworth.

This is not correct since the Fixeddeposit done for a period of 5

years and above qualify forIncome tax benefit under section80 (C)


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Benefits of Consumerism

Consumer Education

Consumer Groups can liaison between Government

& Industry Product Research & Information to Consumer

Inculcate Honesty, Responsiveness & Responsibility

on to Manufacturers & Marketers.

Move towards Societal Concept of Marketing


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CUSTOMER SATISFACTION


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WHAT IS CUSTOMER SATISFACTION?

Customer satisfaction is a measure of how products andservices supplied by a company meet or surpass customer

expectation.

It is the number of customers, or percentage of total

customers, whose reported experience with a firm, its

products, or its services (ratings) exceeds specified

satisfaction goals.

It is a key performance indicator.

It is a factor on which sales and profitability of the company

depends.

Customer satisfaction decreases with an increase in

bargaining power.


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IMPACT OF CUSTOMER SATISFACTION ON A

COMPANYS SALES:

CASE STUDY: APPLE IPHONE


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AREAS OF CUSTOMER SATISFACTION COVERED:

JD Powers latest 2010 phone satisfaction study ranks the

Apple iPhone again with top score for all consumer and all

business smart phones.

Measuring customer satisfaction across several key factors:

1. Ease of operation

2. Operating system

3. Features

4. Physical design

5. Battery function

Apple also takes top score for business phone category, ahead

of other smartphones that are marketed as business phones,

such as the RIM BlackBerry. BlackBerry only scored 724, while

iPhone scored 803 for workers in the business phone category


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PURPOSE OF CUSTOMER SATISFACTION:

It sends a message about the importance of tending tocustomers and ensuring that they have a positive experience

with the companys goods and services.

Although sales or market share can indicate how well a firm is

performing currently, satisfaction is an indicator of how likely

it is that the firms customers will make further purchases in

the future.

Research has focused on the relationship between customer

satisfaction and retention (basically returned customer +

suggesting other customers).

Willingness to recommend is a key metric relating to customer

satisfaction.


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FACTORS DECIDING CUSTOMER SATISFACTION:


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ACTIVITY:

Consider we are having a website design company and so inthis business It is important that we work closely with our

customers to make sure that the site we are making is almost

close to their requirements.

Since a close relation is required, customer satisfaction is vital.

QUESTION:

What strategy or easy steps can be applied to maintain that

close relationship Or to maintain customer satisfaction?


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ANSWER:CUSTOMER SATISFACTION IN 7 STEPS:

1. Encourage Face-to-Face Dealings.2. Respond to Messages Promptly & Keep Your Clients

Informed.

3. Be Friendly and Approachable.

4. Have a Clearly-Defined Customer Service Policy.5. Attention to Detail (also known as 'The Little Niceties').

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help

Them Out.

7. Honour Your Promises.


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WHY CUSTOMER FEEDBACK IS IMPORTANT?

Discover customer dissatisfaction.

Identify customer needs.

Discover priorities of customers.

Compare performance with the competitors.

Determine opportunities for improvement.


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CASE STUDY-TATA NANO( 24/2/2011)


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PROBLEM:NANO RANKS LAST IN CUSTOMER

SATISFACTION BY TNS ( 24/2/2011)

The customer expectations even at the

bottom end are rising.

The owners of Tata Nano expect more interms of design and service.

While Alto scored 91 points, Nano got only 70

points.

Nano has been having issues following fire

incidents with six reported cases since its

launch in 2009.


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SUGGESTIONS TO IMPROVE CUSTOMER

SATISFACTION???


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WAKE- UP CALL!!

Indians are poor but India is not a poor country. One of theswiss bank owner said 280 lac crore of inidian money is

deposited in the swiss bank which can be used for:

Taxless budget for 30 years.

60 crore jobs to inidans. Four lane roads from any village to delhi.

Every citizen can get 2000 rupees per month for 60 years.

This is how money is blocked by rich politicians.

Padhega india tabhi badhega india


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REFERENCES:

Bibliography:

1. Management Sciences. Pandey & Singh.

2. Total Quality Management. Bester field-Pearson education.

3. Industrial engineering & Management- O.P.Kanna, Dhanpat Raiand Sons.

4. Making TQM work. Kit Sadgrove.

5. Essentials of Management. Harold Koontz. McGraw Hill.6. Industrial engineering- Mukhi.

Webliography:

1. http://www.iaeng.org/publication.com

2. www.wikipedia.com3. www.google.co.in


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THANK YOU!!!


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QUESTIONS???

WHAT IS CUSTOMER SATISFACTION

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