Vous êtes sur la page 1sur 21

Summer Internship

On
Customer Satisfaction

Done
In
MPM Automotive Pvt Ltd
Thirumulgherry

Presented by
Adapelli Akhil
131216672088
MPM Auto Motive Pvt Ltd

•The M.P.M. Automotive was a established in


thirumulgheery by Elliot(M.D) in the year 2000

•The name M.P.M was bought from Mount


Pleasant, Michigan

•The M.P.M. was an automobile built in Mount


Pleasant, Michigan by the Mount Pleasant Motor
Company from 1914 to 1915.
Who is the customer?
One who uses the product or service, the one who
purchases the product or service or the one who
influences the product or service.

Two types of customers:


 Internal customers External
 customers
Customer satisfaction Model: (Teboul Model)

Company offer Customer


(product or needs

service)

Customer satisfaction
Needs not fulfilled

Total satisfaction is achieved when offer matches the


need i.e. circle is superimposed on the square
Customer perception of quality:
An American Society for quality (ASQ) survey on
customer perception about quality of product or
service shows the following ranking.

1.Performance
2.Features
3.Service
4.Warranty
5.Price
6.Reputation
Service organizations and customer satisfaction

• Difficult but not impossible

• Determine key performance indicators


• Set Targets – SMART goals
• Make teams
• Analyze them on weekly basis
• Standardize
• Sustain
Why customers leave?

Others, 9%
Better prices
elsewhere, 9%

Product
dissatisfaction, Poor service 69%
13%
Categories of customers:

Angry customers

Demanding customers

Passive customers
Difference between ………

Good service

Bad service

Excellent service
Good Customer Service

Good service is when the customer gets


treatment that meets his/her expectations.

Customer What Customer


Expectation receives
Bad Customer Service

Bad Service is when customer gets treatment


which is less than his/her expectations

Customer What Customer


Expectation receives
Excellent Customer Service

When the customer gets a little more than what


he/she expected, Good Service becomes
Excellent Service

Customer What Customer


Expectation receives
Kano Model: (Dr.Nariaki Kano)
Kano model distinguishes between three types of
product or service requirements which influence
customer satisfaction in different ways when met.

1. Basic attributes
2. Performance attributes
3. Excitement attributes
Delighters

0%
100%
1. Basic Needs – Dissatisfiers

 A dissatisfiers is a product or service characteristics


that the customer takes for granted.

 Absence of basic attributes results in extreme


customer dissatisfaction.

 Customer complaints are the primary source of


information on existing dissatisfiers in our current
product or service.
2. Performance Needs – Satisfiers

 A satisfier is something that customer want in their


product or service, and usually ask for it.

 Better the performance more will be the customer


satisfaction.

 They are easy to measure and they become the


benchmarks used for competitive analysis.
3. Excitement Needs – Delighters

 A delighter is unspoken or unexpected requirement of


a customer and can result into high level of customer
satisfaction.

 Delighters are sometimes called exciting quality.

 Absence of delighter doesn’t result into customer


dissatisfaction while its presence can help in
enhancing customer satisfaction.
Customer Characteristics:

1. Innovators
oRepresenting about 3 % of the market
oThey are the first to adopt an innovation
oYoung, high social status, good financial shape,
broad social relationship
o
Rely on non personal sources of info. Such as
advertisement.
2. Early adopters:
oComprising about 13 % of the market
oThey purchase a new product or service after
innovators but sooner than other consumers
oHigh social status
oSales people are used as info. sources
3. Early Majority:
oComprising about 34 % of the market
oThisgroupis above average in
social & economic measures
o
Rely on ads, sales person & contact with early
adopters
4. Late Majority :
oRepresenting about 34 % of the market
oAdopt an innovation to save money or in
response to social pressure from their peers
o
Rely on members of the early & late majorities as
source of info.
5. Laggards:
oComprising about 16 % of the market
oLast to adopt an innovation
oOlder & usually are at the low end of the social
& economic scales
Thanks
&
Any
Questions