Customer satisfaction

Customer satisfaction

Customer satisfaction “is a marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectation”. Customer satisfaction is vital since it offers marketers and business owners with the right tools that they can be utilized to achieve and increase their revenue (Beard, 2014). Customer satisfaction is the probably best pointer of whether the organization is likely to make customer return.

Adansonia hotel hosted a wedding for 700 packs. Banqueting, service and food and beverage manager were on hand to help bring the clients vision to life. Regular briefings were taken to ensure all aspects of the event were on point. During the event, shortage of cutlery was encountered, which did not please the wedding party. An organization has to be sensitive to customers’ expectations in regards to service provided which must meet those customers’ expectations (Clarke and Chen, 2011). Service manager failed to o his duties effectively. This issue could have been solved if the service department had done regular checks of the equipment or had outsourced cutlery.

Reference

Beard, R. (2014) Why Customer Satisfaction is Important (6 Reasons). [Online]. Available at: http://blog.clientheartbeat.com/why-customer-satisfaction-is-important/ (accessed: 01 April 2015).

Chen,W. ,Clarke, A.(2007)International Hospitality management, concepts and cases,1st edn, New York,Routledge