Customer Satisfaction - Framework - 9815 Words

Customer Satisfaction IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS Customer Satisfaction Customer Satisfaction IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS February 2007 TABLE OF CONTENTS I. Introduction ................................................................................................................... 7 II. What will a Customer Satisfaction Framework Offer ........................... 9 A. A Hypothetical Example — Application to Public Human Services ......................... 9 B. A Hypothetical Example of an Engaged and Informed Resident Consumer Strategy†¦show more content†¦Improving service quality to meet customers’ standards is an ongoing part of doing business. In this way, customers drive the market and the organization. At the same time that organizations act to attract and satisfy customers, the customers themselves exercise ultimate influence. Their satisfaction depends on both their expectations and their treatment. Through their choices, customers decide which organizations survive and thrive, determine what goods and services are available, and shape how they are provided. In addition to using their purchasing power, informed consumers can shape the marketplace by communicating their preferences and standards to organizations that are poised to listen and respond. Contents of This Paper For both service providers and consumers, making customer satisfaction a priority involves a fundamental shift in thinking, organizing and acting. The customer satisfaction framework proposed in this paper explores the potential of a customer satisfaction orientation as a means for improving the goods and services, including those provided by the public sector, available to residents of tough neighborhoods. This paper describes the ideas and research underlying the framework and potential strategies for moving from concepts to action. 7 Customer Satisfaction: Improving Quality andShow MoreRelatedMeasuring Customer Service at American Express1367 Words   |  6 PagesMeasuring Customer Satisfaction at American Express American Express is a world wide travel related service company. American Express works with both consumers and business with their financial planning as well as offers numerous amounts of credit card products and travel assistance. They have many products and services that are used throughout the world by consumers and businesses. As American Express moves towards the future, like most credit card companies, they want to be competitive and responsiveRead MoreCustomer Service Essay examples1384 Words   |  6 Pagesare misguided nowadays by the notion that customers depend on them, when the truth of the matter is that companies are dependent on those customers. 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