customer satisfaction survey

customer satisfaction survey. that’s the topic of this post.

so what is customer satisfaction? wikipedia describes it as,

“… an indication of how successful the organization is at providing products and/or services to the marketplace.”

so, now we know that customer satisfaction helps us to see how successful an organization at providing products and/or services to a marketplace. but, why is it important for the organization? one of the reasons is as follow:

Customer satisfaction with a company’s products or services is often seen as the key to a company’s success and long-term competitiveness. In the context of relationship marketing, customer satisfaction is often viewed as a central determinant of customer retention. (Thorsten Hennig-Thurau and Alexander Klee, University of Hanover)

the answer to the question why customer is important lies in the last part of the above quote. it’s important in order to ensure that the organization’s customers come back to buy its products and/or services over and over again. why is this issue vital for the organization? take a look at the following reasons:

• cost effective and profitable
• lower customer management costs over time
• boosting profits up to 85%

so, my assignment this time is to prepare a survey to measure customer satisfaction of a hospital in east java, indonesia. the first draft is submitted to my clients. the draft is basically drawn from various patient feedback forms found on the net, which are compiled and adjusted to fit the need of the hospital.

hospital’s customers are strange, as i believe they dont want to be its customer in the first place. so, where will customer retention lie in this case? is it necessary for a hospital to conduct a customer satisfaction survey? or is mouth to mouth advertising useful for a hospital? i will soon find the answers out.

random samples

hello there …

i was typing this entry from home using smart connection. those who dont know what smart is, it’s a newcomer in the indonesian telecommunication business. the company provides its customers with a 6-month-free internet of 2GB data. that’s how i ended up typing this entry from home.

anyway, this entry was meant for college students or newcomers in the marketing, business, or research world. you might sooner or later find a few terms such as, confidence, error, population, sampling, standard deviation, and more … i would like to show a very useful links to calculate how many samples you need from certain population in order to ensure the survey is valid. the link is this.

when you visit the above link, you can do the calculation once the required fields are filled in. the computer will then do the business automatically and present you with the needed number.

you can also find another link that explains the terms in a very brief and easy way on that page. once you understand the concept, im sure you will have a better chance to defend your survey, and subsequently your arguments and recommendations.

hope that link is useful. have a nice weekend.

new wave marketing

again about marketing!!

i happened to have just visited hermawan kertajaya’s blog and found a really interesting – sort of revelation too – presentation about marketing in indonesia 2009. his presentation is available here.

his reputable, keen, and thoughtful insight i believe will help many of us to get through the difficult 2009, when so many are at stake due to global economic crisis. the scale has been so great, so that economic foundation of many countries has been hit badly.

however, there are opportunities lie behind this crisis. and in this 63-slide presentation, hermawan briefly explains how marketeers in asia, indonesia especially, could profit in this difficult season.

thus, click on the second link above. read the presentation. and start implementing it in your business.

multi level marketing

hello there,

this is my first entry in 2009, and surprisingly, it’s about multi level marketing. blame my friends who dragged me to join this business for encouraging me to write about this.

two or three years ago, i heard a very hot business in indonesia, namely multi level marketing (mlm) or personal franchise. this business was so successful and bore new millionaires in this country.

years passed and i scarcely heard any update on this business. but suddenly, everything changed.

friends of mine introduced me to this business about a month ago. they invited me to attend an open plan presentation, which subsequently brought me on to this mlm world.

to be honest, im still in the dark over the prospect of this business, especially in a situation like this. but, im curious to know how it works and its prospect amid of the worldwide economic storm.

if you have some information about this type of business, please let me know. your info will broaden my view on this issue.