Factors affecting Customer Satisfaction

Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. Following are the important factors that could affect customer satisfaction:

  • Departmentwise capability of the supplier.
  • Technological and engineering or re-engineering aspects of products and services.
  • Type and quality of response provided by the supplier.
  • Supplier’s capability to commit on deadlines and how efficiently they are met.
  • Customer service provided by the supplier.
  • Complaint management.
  • Cost, quality, performance and efficiency of the product.
  • Supplier’s personal facets like etiquettes and friendliness.
  • Supplier’s ability to manage whole customer life cycle.
  • Compatible and hassle free functions and operations.

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Customer Relationship Management