Customer satisfaction What is customer satisfaction ? We are in the midst of a revolution in business.

Some call it a customer revolution,others a quality revolution, others a service revolution. Organizations are attempting to obtainincreased customer satisfaction by focusing on the quality of their products and the serviceprovided. This movement toward quality has produced significant benefits but just like otherbusiness fads, joining and adopting the religion does not insure that the real objective of producing customer satisfaction will be obtained. What exactly customer Satisfaction is ?? Customer satisfaction is a key ingredient to the success of any business. It is themost important factor that creates repeated customers. Some people know it but do not realize itsimportance. If a customer of yours is satisfied with one of your products or services, chances arethis customer will purchase more of your products or services, which will increase your revenue.Therefore, in order to have your new or existing customers buy more from you, you will have tofollow techniques that work. Customer satisfaction takes a very important place in Marketing. Asmuch as you think that your marketing strategies should help you generate sales, think about howthe same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.Know the problems of your customers and what they are looking for, then offer them the rightproducts. Products that the customers receive are also an area that was assessed because of a highvalue that is placed on satisfaction in the product. Satisfaction of the product is evaluated bycontent, display and delivery of the product. Customers purchasing habits would include suc h issues as: who do they usually go shoppingwith, how often, how long do they spend in a shop, etc. Psychographic portraits of many customers allow customer segmentation in terms of purchase frequency, respondents experience of various shopping centres or service organizations, as well as benchmarking againstcompetitors . IMPORTANT FACTORS: The Store covers various aspects to fulfill the need of customer as well toMaking the shopping a great experience for them. From the First factor where in customer entersinto the store till he or she Purchases and moves out of the parking for his or her way should beremember able one and a great experience for the customers. Even from security staff toHousekeeping everyone should be well groomed.As we all know that First impression is the last impression so its important for every retailer topackage its staff, The better we groom ourselves, the more we are pleasing to our customers.1. Judgment is made about people based on the performance image they display.2. Physical appearance plays a vital role in determining how others perceive us.Then is the customer interaction which is very demanding and plays a very crucial role in anyretail store. Every customer interaction is an opportunity for us to contribute to customersatisfaction. The customer may look in for something specific or have a question about aproduct, our store or our policies customer may be looking around. Sometimes customer couldhave dissatisfaction against our system.Effective and courteous interactions about all our customers go a long way in ensuring success of our store. If we are able to handle solution to them we win a loyal customer to life. AlsoCustomer Service desk which is specially mend for the judgment of customer behaviour. Wherein customer come along with there complaints, Exchange, Wrong billing, other staff complaints.This is the place where the customer service executives have to be very polite, patient, andunderstand the problem of customer and try to resolve them so that we dont loose that customer. And retain them and convert them into our loyal customer.It has been observed in the training period that the percentage of customer complaint inPANTALOONS is 4%. As dissatisfied will tell other 10 more customers. Which is not good forthe company as we have risk of loosing those 10 other customers also?The customer retention leads toLoyaltyProfitRepurchasesLife time value/ReferencesPositive word of mouth advertisement.

Measurement customer satisfaction level on different attributes1. From here we can understand that how the impact of a factor changes with age group andgender.Price is one of the most important factors in customer satisfaction.Out of 175 respondentsonly 12 are very much unsatisfied with the price. And when we see gender wise we can see thatout of 12 8 are female. It proves that they are more price sensitive than male. And number of over satisfied people is also more in >45 than any 18-25 group. Because people of age group 18-25 is quantity concerned not quality Now here in case of service quality the satisfaction level has changed again. Overall 27respondents are over satisfied with the service which is very good. But if we see it age wise we find youths are not that much of happy as compared to >45 age group. 3. From this pie chat we can deduce that almost everyone is happy with the promotional offer as it runs through the year in different forms. But still 7 respondents are not happy with the promotional offer. The probable reasons for that Respondent wanted the particular offer in the dept from where he is buying. Some of times store does not run any overall offer. They do it department wise. There is no as such as such remarkable offer in wellness department etc. 4. 455051227222423832326281448111242816167271312827101131o v e r a l l f e m a l e m a l e 1 8 - 2 5 2 5 - 3 5 3 5 - 4 5 > 4 5 G r e e n c a r d Very satisfied S atisfied Neutral Unsatisfied Very Unsatis fied