Professional Documents
Culture Documents
On
Customer Satisfaction
Done
In
MPM Automotive Pvt Ltd
Thirumulgherry
Presented by
Adapelli Akhil
131216672088
MPM Auto Motive Pvt Ltd
service)
Customer satisfaction
Needs not fulfilled
1.Performance
2.Features
3.Service
4.Warranty
5.Price
6.Reputation
Service organizations and customer satisfaction
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
1. Basic attributes
2. Performance attributes
3. Excitement attributes
Delighters
0%
100%
1. Basic Needs – Dissatisfiers
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
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