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About Customer Satistaction

7 replies [Last post]
Mon, 2003-11-03 00:45
Zuo George
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What factors have impact on customer satistaction?
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Replies

Sun, 2003-11-16 02:57
#1
Zuo George
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Thanks.
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Tue, 2003-11-04 09:19
#2
Bernard Ertl
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1. How to make sure these expectations be identified correctly?

  • Develop a detailed project (and/or product depending upon the nature of your niche) specification and review it with the client to ensure that both parties (you and the client) interpret it the same way
  • Develop a comprehensive contract detailing responsibilities for the project/service for both parties - ensure that all clauses are reasonable

2. How can these expectations be met or execeeded?

  • planning
  • scheduling
  • management
  • communication/feedback

3. How should we do if the customer are still not satisfied even the expectations has been met or execeeded?

If the clients expectations have been met or exceeded, they will be satisfied. If it is only your expectations that have been met or exceeded, then you and the client failed to ensure that you were on the same page from the start. Ask the client why they are unsatisfied and review possible actions to remedy the situation.

I might add that this is all very general because more detailed answers will depend upon the nature of the industry. Ie. an IT project may still satisfy a client if the deliverable is late, but of higher quality than expected. An industrial maintenance project will likely not satisfy a client with the same circumstances. You need to identify and satisfy the most important client goals.

Bernard Ertl
InterPlan Systems Inc. - Project Management Software, Project Planning Software
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Mon, 2003-11-03 22:13
#3
Zuo George
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Yes, you are right. In most circumastances, customers will be satisfied when their expectations are met or exeeded.


However, the questions are:

1. How to make sure these expectations be identified correctly?
2. How can these expectations be met or execeeded?
3. How should we do if the customer are still not satisfied even the expectations has been met or execeeded?
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Mon, 2003-11-03 21:27
#4
Bernard Ertl
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Satisfaction is a subjective target. The reality is that customer satisfaction is achieved when their expectations are met or exceeded.

There are methods you can employ to manage customer expectations and your performance, but that is it in a nutshell.

Bernard Ertl
InterPlan Systems Inc. - Project Management Software, Project Planning Software
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Mon, 2003-11-03 18:41
#5
Zuo George
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Hi, it looks like all of the factors are subjective? How can it be implemented in reality? Policy?

One guy told me that design, quality and service were all things that have impacts on customer satisfaction. Is it true?
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Mon, 2003-11-03 10:43
#6
Mehdi Rashidi Ala...
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Groups: Building Information Modelling, Petro-Chem / Oil & Gas, Planning, Claims & Contracting
* Encourage Face-to-Face Dealings
* Respond to Messages Promptly & Keep Your Clients Informed
* Be Friendly and Approachable
* Have a Clearly-Defined Customer Service Policy
* Attention to Detail (also known as The Little Niceties)
* Anticipate Your Clients Needs & Go Out Of Your Way to Help Them Out
* Honour Your Promises
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Mon, 2003-11-03 09:15
#7
Bernard Ertl
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  • expectations
  • performance

Bernard Ertl
InterPlan Systems Inc. - Project Management Software, Project Planning Software
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