Four Dimensions Of Customer Satisfaction

Dimension 1: key customers

In this sense, customers are specific.

Quality management system standards require customer focus and enhance customer satisfaction.

When implementing standards and establishing quality management systems, organizations should focus on the actual situation of organizations, pay attention to customers or potential customers who are in need of their products and try to enhance their satisfaction.

Dimension two: original resources

For an organization, customers are the resources of an organization as well as factories, technology and manpower.

But customers have the incomparable function of other resources as resources.

Whether an organization owns resources such as plant, technology, manpower, equipment, facilities and so on can give full play to its value. The premise is whether the customers will accept the things produced after the combination of other resources.

In this sense, customers are the original resources of an organization.

Only when the customer buys the product of the organization, will the resources owned by the organization produce value.

Otherwise, the development of the organization will lose its foundation and motive force.

A customer is a person who has the ability of thinking, identifying and judging. He is different from the resources that can be directly allocated by the organization itself, and the organization can effectively configure various resources according to its predetermined objectives through its own management system.

Customers who organize original resources have similarities with other resources owned by organizations. They also need to organize to maintain, develop and make them appreciate.

But the customer as the original resources of the organization is a relative concept. Because of the competition in the market, the number of customers owned by each organization is constantly changing.

Therefore, the organization must pay attention to customers, constantly identify customer needs and expectations, and on this basis, form long-term, mutually beneficial and harmonious supply and demand with customers.

Dimension three: continuous accumulation

Meeting the actual needs and expectations of customers is a continuous accumulation process. With the continuous satisfaction of customers' actual needs and expectations, the higher the degree of customer satisfaction, the more likely they will receive the products or services of the organization.

Therefore, in the light of customer needs and expectations, customer satisfaction as the starting point, through the establishment of quality management system and continuous improvement of the system, process and product quality, the organization's actions, ideas and products should be organically integrated into a whole, set up a good image in the minds of customers, and win the trust of every customer with a sincere, honest attitude, an appropriate product price, and the quality of customers' expectations.

Establish a long-term cooperative relationship with customers, which is mutually beneficial, mutual beneficial and mutual trust, and form an internal business group and a customer group supporting the development of the organization.

Only in this way can the connotation of customer focus and customer satisfaction be realized, and the organization can survive and develop for a long time.

Dimension four: stage results

Due to the influence of culture and concept, the result of customer satisfaction survey is not always accurate.

There are many customers who are not satisfied with the products and services they choose. When the organization is doing the investigation, the customers sometimes take a non cooperative attitude, and the feedback information is very few.

When implementing the customer satisfaction survey, the organization should set the appropriate satisfaction index and sampling plan according to the characteristics of different customers, adopt a variety of ways to sample and collect data, so as to make the survey results reflect the true opinions of customers, and obtain a relatively high degree of customer satisfaction information.

Customer satisfaction is only a result. Organizations should focus on how to further satisfy customers.

Therefore, through the satisfaction survey, the organization should understand what the customers are thinking.

What do customers need?

What are the customers' dissatisfaction?

What is the problem that the customer has encountered in the prior to, after, and the specific process of accepting the organization's products or services, and how to solve it?

What else can we do to make our customers more satisfied?

To solve the problems, analyze the reasons, propose solutions and organize the implementation of the improvement of the organization's system, product or service quality to enhance customer satisfaction.