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There are different varieties of how customer satisfaction can be measured, below are some examples with their definitions.

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Introduction

Unit 5 P3 There are different varieties of how customer satisfaction can be measured, below are some examples with their definitions. Analysing sales performance (sales levels, number of customers, records of products bought, loyalty cards) - businesses may decide to analyze their performance of sales. One of them is sales levels, if there are high levels of sales income then it my entail that consumers are pleased with what the business is offering them. Another is the number of customers; it is relatively simple to count how much customers visit the business. In comparison to this, if customers are not satisfied they may not return to the business. And finally the last is loyalty cards and records these can allow the business to tell customers how much they spend. ...read more.

Middle

After a purchase a customer will instantly be asked questions referring to different aspects of the business for instance the efficiency of service and overall level of satisfaction. Observation e.g. mystery shoppers- this type is used by retail businesses to observe different features of consumers within the store. People are observed in a fairly small amount of time. The organisation may look at how many people walk down a specific row on the store and are attracted to the goods. These observations can allow the business to get results but not any answers and specific things. Questionnaires through the post- this type of method allows the business to get frequent feedback from consumers. ...read more.

Conclusion

Focus groups may be started up by businesses the groups are usually made up from 10 people who may be asked to talk about a particular product. These people will tell the organisation what their opinions are with the product and what they can do to make it better. Tescos measures their customer's satisfaction by analysing tescos club cards for instance if a certain customer has lots of points of their card then this may mean that this particular person visits the store regularly and are loyal to what Tescos offer. The business also asks people walking by what they like about the store and what products meet their needs. They sometimes hound out questionnaires to do this, it enables them to get an insight of what types of features customers are satisfied with within the business. ...read more.

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