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7/23/2019 Analyzing Customer Satisfaction & Shaping Organizational Strategies
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“ANALYZING CUSTOMER
SATISFACTION & SHAPINGORGANIZATIONALSTRATEGIES”
UDDHAV B. CHITRE
M.M.S. - 06
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OBJECTIVES
Main objective: To check whether clients are satisfied with vasturaviraj’s service. Fulfillments of Commitments
Vasturaviraj commits to give Magazine for 1 year free of cost. Is it reaching tothem?
Employee’s attributes.
Checking where the Experts (Person who does the consultation) are struggling.
Checking where the Technicians (Who fix those remedies) lagging.
Result of the implementation. Rating for reference.
Open ended question for suggestions & recommendations.
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OBJECTIVES CONTINUE
Other Objective Target clients
Majority of clients lies in which category of vastu.
Type of service rendered
By knowing this we can get to know about future clients
If we get to know the reason behind not doing completeremedies then we can shape suggest some strategies to them
Market Reach
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METHODOLOGY
Methods
PersonalInterview
TelephonicInterviews
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METHODOLOGY CONTINUE
InitialApproach
• Calling the clients who stays within reachable areafor taking appointments for personal interview
Yes
• If its possible for client to give an appointment thenproceed for it
No
• If it is not possible for personal interview then take atelephonic interview
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ANALYSIS
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ANALYSIS-COMPAIRING EXPERTS
WITH EACH OTHER
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ANALYSIS
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ANALYSIS
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SUGGESTIONS
Design new policy of flat selection There has to be more emphasis given on doubt solving.
Conversion rate is low from visit to remedies
Some financial help like loans can convert the only visit clients
There is a problem with the result.
Work on result oriented remedies For doubts solving at least one phone call should be done after visit or
after installation of the remedies
Organization should be proactive than reactive.
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