Factors affecting Customer Satisfaction
Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. Following are the important factors that could affect customer satisfaction: * Departmentwise capability of the supplier. * Technological and engineering or re-engineering aspects of products and services. * Type and quality of response provided by the supplier. * Supplier’s capability to commit on deadlines and how efficiently they are met. * Customer service provided by the supplier. * Complaint management. * Cost, quality, performance and efficiency of the product. * Supplier’s personal facets like etiquettes and friendliness. * Supplier’s ability to manage whole customer life cycle. * Compatible and hassle free functions and operations.
| The above factors could be widely classified under two categories i.e. suppliers behavior and performance of product and services. The supplier’s behavior mostly depends on the behavior of its senior subordinates, managers and internal employees. All the functional activities like customer response, direct product and maintenance services, complaint management etc. are the factors that rely on how skillful and trained the internal and human resources of the supplier are. The second category is regarding all the products and services. This depends on the capability of supplier to how to nurture the products and service efficiently and how skilled the employees are. It’s all about how the skills are implemented to demonstrate engineering, re-engineering and technological aspects of the products and services. The quality and efficaciousness of the products is also an important factor that enables compatible and hassle free functions and operations. This bears to lower maintenance and higher life of the product which is highly admired by the customers. If the product is having some problem or compatibility issues and...
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