Customer Satisfaction through improving Service Assurance & Service Fulfillments

Presentation by:H.U Attanayake

Customer Satisfaction

Customer Satisfaction is a measure of how products & services supplied by a company meet or surpass customer expectation.

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SERVICEFULLFILLMENT

SERVICEASSUARANCE

ASSUARANC E

Improve Customer Satisfaction through HR Management

BEING ACCOUNTABLE · Answering to the Legislative Council · Keeping the Community Informed· Providing Access to Information

LIVINGWITHIN OUR MEANS · Applying Fiscal Guidelines · Assessing Community Needs · Planning · Resource Allocation· Reviewing Performance

MANAGING FOR PERFORMANCE · Refining Performance Measures · Managing by Programme · Improving Efficiency · Managing Public Finances · Managing Support Services · Developing Departmental Plans· Reviewing Progress

DEVELOPING OUR CULTURE OFSERVICE· Making Performance Pledges· Using Feedback to Improve Services· Securing Staff Commitment

Customer Satisfaction = Profits

• Knowing what drives customer loyalty is important to company’s financial health

• Repeat customers and new customers from referrals continuous revenue streams

• Disloyal customers are expensive to replace

• Attracting NEW customer is 4 x cost of retaining existing customer

• 5% increase in customer retention 75% in aggregate lifetime profits from that customer

Customers Evaluate Service Quality on Five Points

• Reliability• Assurance• Tangibles• Empathy• Responsiveness

Rewards for Excellent Customer Service

• Increased customer loyalty• Positive word-of-mouth• Promotion• Happier customers• More productive and happier employees• Smoother working operations• Increased intangible competitive advantage

THANK YOU……

Presented by: Himantha Attanayake