Quality: Customer Satisfaction Surveys

Powerful Essays
CHAPTER 5:
Focusing on Customer
(Review Questions)

Submitted by:
Frances Marie Perez
Dan Kenneth Reyes

1. Explain the difference between satisfaction and loyalty. Why is loyalty more important?
Customer loyalty is unnerving and unswerving; it cannot easily be changed, even in the face of remarkably changed situations. Customer satisfaction on the other hand is immensely fickle, and can change dramatically, even with the slightest of changes in situations. Loyalty is the willingness to make an investment.
2. What is Consumer Benefit Package? Why is it important in understanding satisfaction and loyalty?
Consumer Benefit Package is the total package of products and services that a business offers with the price. Loyalty is one of the most important indicators of good performing companies. Satisfaction is directly linked to customer loyalty it is evident that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
3. Describe the model used in computing the American Customer Satisfaction Index. How might a business use the information from the ACSI database?
Used to produce ACSI links customer satisfaction to its determinants: customer expectations, perceived value, and perceived quality.
4. Explain the Customer-driven quality cycle. What do expected quality, actual quality, and perceived quality mean, and how do they relate with one another?
Customer driven quality represents a proactive approach to satisfying customer needs that is based on gathering data about our customers to learn their needs and preferences and then providing products and services that satisfy the customer. To view of the process in which customer needs and expectations are translated into perceptions during the design, production, and delivery processes.

5. List and provide an example of the six leading practices of customer-focused quality.
a. They clearly define key customer groups

You May Also Find These Documents Helpful

  • Powerful Essays

    INTRODUCTION Customer satisfaction surveys are important tools for measuring the success or forecasting the future of a product or service. They often predict or explain sales trends, and can give clear information on what changes will improve the bottom line. Customer satisfaction is essential to the survival of any business. Its basic aim is to find out whether customers are satisfied? The best way to find out whether customers are satisfied is to ask them. When To Conduct A Customer Satisfaction Survey…

    • 1164 Words
    • 5 Pages
    Powerful Essays
  • Satisfactory Essays

    Services, Quality and Customer’s Satisfaction Survey (Burger King) Your opinion will help to improve the services at …….. Please Take a Moment To Answer These Questions: 1. How often do you visit Burger King?  Daily  4 Times a Week  3 Times a Week  2 Times a Week  Once a Week 2. When do you likely visit Burger King?  10:30 am - 1 pm  1pm - 4:30 pm  4:30 pm - 8:30 pm  8:30pm -11:30pm 3. How would you rate your overall satisfaction with this restaurant (BK)?  Very Satisfied…

    • 509 Words
    • 7 Pages
    Satisfactory Essays
  • Powerful Essays

    CUSTOMER SATISFACTION SURVEY BANK OF INDIA CUSTOMER PROFILE 1. NAME :- 2. GENDER :- Male/Female 3. AGE :- 4. EDUCATION :- (a) Upto Matriculate (b) Undergraduate (c) Graduate (d) Post Graduate 5. OCCUPATION :- (a) Salaried (b) Business (c) Professional (d) Self Employed (e) Student (f) Retired (g) Housewife (h) Others (Specify) 6. BANKING ACTIVITY ROUTINE :- (a) Personal Visit to Branch (b) Internet Banking (c) Delegated to Spouse/Children/Employee…

    • 878 Words
    • 4 Pages
    Powerful Essays
  • Satisfactory Essays

    Sample Customer Satisfaction Survey Are you looking for a sample customer satisfaction survey from which you could choose several questions to include in your research project? Before you choose specific questions or even a sample customer satisfaction survey, you should already have an excellent idea what information you are looking for, and should have already taken Steps 1 and 2 in the marketing research process. Relationship-based customer satisfaction research, often simply referred…

    • 483 Words
    • 2 Pages
    Satisfactory Essays
  • Satisfactory Essays

    CUSTOMER SATISFACTION SURVEY OF NEPAL SBI BANK Your responses are anonymous and confidential. 1. Gender 1. Male [ ] 2. Female [ ] 2. Age 1. 30 years and below [ ] 2. 31-40 years [ ] 3. 41-50 years [ ] 4. Over 50years [ ] 3. What is your primary occupation? 1. Business Man […

    • 683 Words
    • 3 Pages
    Satisfactory Essays
  • Satisfactory Essays

    Egypt Egypt CUSTOMER SATISFACTION SURVEY At Dove, we're always looking for new ways to keep our valued customers happy. Could you please take a moment to complete the following questionnaire and give each item a rank. Name: Gender: Occupation: Location (Address and Contact info): Age: What is the most attractive thing that would make you prefer Dove over competitive products? ……………………………………………………………………………… Very dissatisfied | Dissatisfied | Neither | Satisfied |…

    • 475 Words
    • 2 Pages
    Satisfactory Essays
  • Powerful Essays

    Service quality has been recognized as a key factor in differentiating service products. Customer satisfaction can be secured through high quality products and services (Getty & Getty, 2003; Gupta & Chen, 1995; Tsang & Qu, 2000). Edvardsson (1996) reflected that the concept of service should be approached from the customer 's point of view, since it was his/her perception of the outcome that constituted the service. Customers may have different values and different grounds for assessment and most…

    • 1914 Words
    • 8 Pages
    Powerful Essays
  • Good Essays

    Customer Satisfaction and Quality Care In this competitive health care environment, consumers want and expect better health care services and hospital systems are concerned about maintaining their overall image. There is also attention to ways in which patient satisfaction measurement can be integrated into an overall measure of clinical quality. To begin, review the Hospital Consumer Assessment of Health Plans Survey (H.C.A.H.P.S.) available at (http://tinyurl.com/4272s7l). Next, visit…

    • 322 Words
    • 2 Pages
    Good Essays
  • Good Essays

    Wal-Mart’s Strategic Quality Management and Customer Satisfaction MGT/449 December 5, 2010 Dr. Olivia Herriford Wal-Mart’s Strategic Quality Management and Customer Satisfaction One organization that has become successful in many aspects of satisfaction and quality is Wal-Mart. This organization started out providing basic products to customers during certain hours of the day and evening, and then expanded the become Wal-Mart Supercenters by also providing groceries and becoming a 24-hour…

    • 1498 Words
    • 6 Pages
    Good Essays
  • Good Essays

    Customer satisfaction survey: Outback Steakhouse Customer Satisfaction Survey Customer satisfaction survey: Outback Steakhouse Overview Outback Steakhouse is a multinational restaurant chain operating throughout the United States and in 18 other countries including Australia, Malaysia, Singapore and many more countries worldwide, (Outback Steakhouse, 2013). In most basic terms, Outback Steakhouse could be described as an Australian themed steakhouse…

    • 3291 Words
    • 14 Pages
    Good Essays