Expectations and Customer’s Satisfaction

“Excellent Organizations develop and agree a set of performance indicators and related outcomes to determine the successful deployment of their strategy and supporting policies, based on the needs and expectations of their customers.”

EFQM Model 2010.

Description

Understanding the expectations and satisfaction of customers of an organization is a basic need for its management, and increase the perceived quality of services / products offered to customers.

The analysis of customers’ satisfaction will allow:

  • To distinguish which aspects are the most influencing in the quality of the Organization services / products and which ones are not.
  • To elaborate a questionnaire that represents those aspects which are important for the different kinds of customers of the Organization.
  • To know which aspects cause satisfaction or dissatisfaction about the products and services of the Organization.
  • To increase the noticed quality of the services / products offered to customers.

satisfacción clientes

What we do

Zitec Consultants provides the following services for the study of expectations and customer satisfaction:

  • Measurement studies, analysis of customers expectations and satisfaction to provide information to the Organization to plan the improvement objectives to improve the strategies and trade policies.
  • Comparison with other EFQM Organizations trough sectorial databases, using Sharetec tool.
  • Focus groups- Qualitative research.
  • Mystery shopping.

Results – Success cases

In Zitec Consultants, we have developed more than 40 expectation and customer’s satisfaction studies, both public administrations, as private organizations from different sectors.

We have also developed Benchmarking studies with EFQM organizations trough sectorial databases available in Zitec Consultants for Organizations like AERCO (Public Works Business Association), Educative centres members of FERE-CECA, etc.