ORGANIZATION FOCUS ON CUSTOMER SATISFACTION

Abstract

This study aims to understand as why and how organizations focus on customer satisfaction. They work to make their customers happy and see customer satisfaction as the key to survival and profit. Customers are the best source of information whether to improve an existing product or service or whether firms are planning to launch something new. This study also helps in explaining that measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Study as how to estimate and analyze customer satisfaction using survey and Questionnaire is also explained. In the Project, I have taken “Idea Cellular” from Telecom industry in which its market share, performance, product and services are discussed and market research activity is also done with an objective to find out the features that attracts the customer to subscribe to Idea cellular, to know the level of satisfaction of customers towards “Idea Cellular Services”. This is done by preparing a Questionnaire with random sampling procedure.