Question

Post-purchase evaluation is critical to the business. That is where customers would evaluate if the quality of the product/service is good enough to do repeat business. Also, when it is the case, this will drive customer referrals as well. Discuss how you would capture customer evaluation and how you would use it to improve your business.

Answer 1

Satisfaction = Expectations + Performance

The customer feels satisfied when his expectations exceeds the performance level of the product or service. This is the stage where the customer makes the judgement about the product or service by using it or geting experience from its performance.

Post- purcahse evaluation refers to the evaluation which is done to determine whether the customer is satisfied with product or service or not.

There are different ways to capture customer evaluation :-

1. The simple way is to take feedback from the customer. the customer should be asked about the product to know their experience with the product

2. Stay connected through social media

3. The company should provide sense of responsiveness to its customers by giving answers to their quaries and timely response to them.

4. The company should provide timely information about their existing product with new features and their future product products also.

5. They should be informed about the various schemes which provide benefits to its customers.

6. The company should provide after sale services to the customer. It should be quick so that they feel connected with the product or company.

7. Provide them customized services in future.

8. Use quick polls to get instant response .

There are some ways which the company should do to stay connected with its customers . This will provide certain benefits to the business:-

1.It will increase thir goodwilll and brand image

2. It helps to gain customer loyalty

3. It will give higher chances that the customer wiill retain with your company for long time.

4. It leads to increase in customer referrals also.

5. This will increase the customer base or market share of thr company.

6. This evaluation helps the business to make necessary adjustments in the future.

7. It will also helps in making changes in their existing products also.

8. This will also helps the business to explore new opportunities in near future, say, expansion