Satisfaction
The feeling of customer satisfaction resulting from the consumption or the very purchase of a given good offered by the company.
Whether the customer will be satisfied with the possession or consumption of the product offered by our company depends on many factors. We can divide them into three groups, such as:
-
Product factors
-
product price
-
product quality
-
the physical appearance of the product
-
ease of use of the product
-
Vendor-related factors
-
customer service at the point of sale
-
the appearance of the retail outlet
-
characteristic features of the company
-
forms of promotion of the goods
-
complaint procedures
-
customer related factors
-
expectations for the product
-
buyer's place of origin
-
client beliefs and views
-
individual character traits of the buyer
Due to the fact that the lack of customer satisfaction with the purchased products may lead to their departure and the company's collapse, it is worth analyzing the level of customer satisfaction resulting from the products we provide. In order to facilitate these analyze, several methods have been developed to measure the level of customer satisfaction with the purchased goods or their consumption. These include:
-
customer loss analysis
-
analysis of complaints and grievances
-
analysis of customer feedback
-
analysis of specifications on the level of customer service
According to MSPA (Mystery Shopping Providers Association) research, the customer service quality has the greatest impact on the level of satisfaction. Therefore, developing an appropriate level of service provision at a point of sale is of great importance for acquiring and retaining existing customers. There may also be a situation where, despite meeting all the needs and requirements of the buyer, he is dissatisfied with the goods. Then, if there is really nothing that can be done to satisfy the customer, it is worth keeping in mind that customer satisfaction is a subjective assessment that in some cases we have little influence.