48).
Knowing what your customers expect is the first step to create a solution to this problem. Now everyone understands that the problem is customer satisfaction. Customer expectations of service organizations are loud and clear; look good, be responsive, be reassuring through courtesy and competence, be empathetic but, most of all be reliable (Zemke, R., 2003, p. 11).
Literature Review
In an effort to systematically find a resolution to the problems the following secondary data are reviewed by JD MATT Technology to assist the company in developing methodologies:
Customer Satisfaction Surveys
Rice University took a look at marketing benefits and pitfalls associated with customer-satisfaction surveys. The University found that customers who participated in firm sponsored post-service surveys delayed conducting follow on business with the company. This is a very important...
The industry typically uses a significant amount of their marketing-research budget on customer-satisfaction survey (Rice University, 2010). To offset the delay of repeat business that surveys can produce companies should put plans into effect to combat the issue. Ideas such as using coupons that can only be used within a certain time period in addition to a free service on the next survey can be beneficial.
Customer Satisfaction
New Bersin and Associate 67-page report based on research conducted during 2009 yielded significant results. The research concluded that it is vital for buyers and vendors to look beyond product features and increase more attention to customer satisfaction. Features are a good area to look at but more attention should be focused in services and support. These two areas are main contributors to customer satisfaction. The research found that
