Answer to Question #175452 in Management for Alex

Question

Discuss any 5 factors that determine customer satisfaction

Answer 1

·        Customer preferences – companies that have a thorough understanding of their potential market preferences e.g. communication channels, payment method, delivery options etc. and adapt to them while designing products or services often achieve customer satisfaction.

·        Businesses offering multiple choices – by providing a number of options on a product or service, companies enhance customer empowerment by making customers feel that they have control over the buying process. Having available options for a customer on products/services thus positively influences their satisfaction level.

·        Personalization of services – contemporary businesses are incorporating a personalization appeal in the buying process e.g. customizing products, addressing buyers by name, remembering their preferable product etc. to attract and retain customers. Personalization efforts are likely to positively impact the customer experience and attain customer loyalty.

·        Customer service – good customer service that is convenient, intuitive and delivers is an essential part of the customer experience. Consumers appreciate timely service and ease-of-use when making buying decisions. They also value trust in the delivery process as well as companies that anticipate their needs and solve them.

·        Technology –technology is an imperative force in business operations today. Companies have to keep up with the ever-changing business world to meet their customers’ needs. Many modern customers engage social media, apps, blogs, websites etc. in the buying process, forcing businesses to step up. To attain customer satisfaction, companies should adopt technology channels that are widely accessible, reliable and easy to use.