Customer Satisfaction Management the Success

Customer Satisfaction Management

The success of customer satisfaction program relies on several factors. Although these factors vary in accordance with the characteristics of each business sector, their importance is similar for most companies. In order to provide high quality services for its patients, the health center in the article has developed an innovative food service program.

The most important aspect regarding this program is represented by the attention that patients receive from the center's employees (Foodservice Director, 2007). This increased level of attention has numerous benefits. The intensive interaction between patients and the center's personnel allow the managers to identify the problems that affect patients and the issues they would like to be improved. In other words, patients' input helps develop strategies intended to improve customer experience within the center. Customer satisfaction also depends on the feedback on employees, which means that the company must ensure efficient communication processes with its customers.

Another important aspect regarding this program is represented by the fact that it communicates the required information to customers. In this case, patients know why the service is implemented, what its objectives are, and what benefits patients should expect. This ensures a high level of transparency that allows customers to better understand the program and its purpose. In addition to this, the program is easy to implement (Fabien, 2005).

Specialists in the field have identified several success factors regarding the guarantees in customer satisfaction (Hart, 2000). The promise offered by the company to its customers is one of the most important aspects that can influence the service recovery process. In this case, the health center focuses on providing food service programs designed in accordance with the needs and references of each patient. It has been observed that most customers are interested in receiving products and services that are created in accordance with their unique preferences.

However, there are certain disadvantages that must be taken into consideration regarding the center's program. For example, in certain situations, the center's employees might not be allowed or able to satisfy patients' needs. This affects the program's credibility because the customer perceives this situation as the company not providing the promised services. This also affects the communication process within the program. This leads to lower perceived value.

In addition to this, the objectives that the program intends to reach determine an increase pressure affecting employees' activity. This is because some of these employees might not be sufficiently prepared for the food service program in case. This forces them to increase their efforts in performing their tasks and activities. This situation is likely to determine inefficient communication within the center. For example, employees might feel reluctant to communicating with patients and with their superiors. This leads to conflicts among personnel. In addition to this, the increased pressure on employees can determined reduced morale levels. This leads to reduced performance levels, which affects the efficiency and productivity of the center's activity.