(a) Explain the importance of customer satisfaction survey and explain how it is conducted.

(b) Explain the basic process of communication. What purposes are served through vertical communication?

(a)

Importance of Customer Satisfaction Survey are -

Customer satisfaction surveys are used by small business owners to gauge how the company is perceived by the patrons they service. Organizing a survey is the first step in assessing customer reaction to your products or services. Following through by making needed improvements helps to ensure your future growth and success. You can set up a survey on your website, hire a survey company or give your customers questionnaires to return in person or electronically. Whether you offer a reward, such as a coupon for a free product, or customers complete your survey without prompting, be prepared to discover information that can require anything from a mere tweak in company policy to a complete change in your operating paradigm.

Enhance Successful Strategies

Customer satisfaction surveys ask questions about various areas, including customer service, employee knowledge or helpfulness and the policies and procedures of your business. Inquiring about a recent return may tell you that customers are happy with your policy and will buy from you again because you back up your products. As a result, tout your return policy on your website and in ads. In addition, asking customers how they heard about your company can reveal if your marketing strategies are working as you predicted. If you target middle-aged mothers, you may find that you're attracting them and a younger demographic. Adding marketing campaigns to include both age groups may result in an increase in business.

Know Where to Improve

Some business owners may use customer satisfaction surveys after they experience a drop in sales volume. It may be too late to woo back patrons once they've gone, so _____ ______ ___ __________ __________ ____ _____ _________ _______ __________.
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