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Describe the different methods used to track and evaluate customer satisfaction and quality systems for a selected product or service.

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Introduction

P3: Describe the different methods used to track and evaluate customer satisfaction and quality systems for a selected product or service. We are going to talk evaluate customer satisfaction and quality systems for BA. This assignment will consist of varies different methods that are used by business such as BA like: * Customer suggestion schemes * Customers satisfaction survey * Mystery Shoppers * User Panel We are also going to look at varies different quality systems that BA uses in it business below are some example of quality systems: * Gap analysis * Quality circles * Benchmarking * Ishikawa Analysis These different methods will help BA to attract new customers and also retain existing ones. How does your business make sure their customers are satisfied? At BA they will use different methods to keep their customers satisfied and wanting to come back there are some named and explained below. These methods are used effectively by BA which have made them one of the leading airlines in their market and have made them renowned for their customers service. Customer suggestion schemes This is when the organization will give the customers a chance to suggest anything that can be improved about there business and by doing this it will make the customers feel heard and that the organization is good and will want to come back. ...read more.

Middle

Gap analysis A Gap analysis will be used by an organization to see how they are performing at the current time. They will make a diagram, as shown on the right, and on it they will pin point how they are currently doing and also make a mark on it to where they want to be and the gap between the to pin points is the GAP and on the diagram on the right the space that is highlighted blue is the GAP. At BA they will do a gap analysis every year so that they can carry on bettering themselves. This will enable them to see how they are currently performing and compare it to reveals in the market. This is also good for pushing the organization constantly to improve so that they can achieve there end goal of becoming the overall market leads. Quality circles This is when an organization will get together some employees from their business to talk about a selected product or service and see what they think needs to be improved. The meeting does not need to be about a product or service it can also be about the management of the place they are working or about any problems they are having. This is good for the organization because they can learn a bit about there selves and this can lead to them being improved as a business on a hole this is all very cheap to do. ...read more.

Conclusion

By the customers joining this club it is not only that the organization is getting all the benefits but customers do as well because the customer will be building up air miles which they can use, when they have enough, to go on a flight for free. Direct marketing and e-marketing This method is a form of sales and supply which is made directly to the consumer. Also included in this method is tele-marketing, door to door distribution. However in BA they would use the internet as one of the forms of direct marketing. Direct marketing is used to target customers directly so that they are aware of the product and so that they can come to them directly so they can get there tickets as cheap as possible. This can also mean leaflets that you are getting though the post which could show you special offers that they have on. By BA marketing on the internet they can make their price cheaper because it is very cheap to run a internet page than a shop because the overheads are next to nothing unlike a shop where the overheads are very expensive. There are also negatives on running on the internet which is that old fashion people rather purchase tickets face to face because they do not trust the internet yet because they have heard about frauds that have been taken place. ?? ?? ?? ?? Usman Shoukat Assignment 3 ...read more.

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