Definition of the satisfaction of customer to Kotler(1997) is level of someones feeling after comparing the work or the perception with the hope.
You want to know whether the customer, the consumer or the buyer satisfied...?
There are four methods to know the satisfaction of customer, those four methods are below :
1. Complaint and advice system
This method is useful to know and to get advice, complaint, and opinion from consumer. It does by using or by sharing the advice box in strategic place which easily consumers meet.
2. Ghost Shopping
This method is able to do with impersonation, such as with calling self-corporate to ask anything, may even with disguising as annoying consumer, thereby it will know how the reaction or how the service given by official employee to some character of consumer.
3. Lost Costumer Analysis
This method done by asking the consumer who went out of our product, through this way will know the reasons why consumer do not use our product so that the reasons can be used to fix and to increase the quality of our product and of our marketing.
4. Customer satisfaction survey
There no product which is able to permanently satisfy the consumer, because consumer taste is fluctuates. The thing to do is to attract the consumer using our product for long-term. It is along with product development and good service may even always better than competitor, thereby it will maintain customer satisfaction. Survey can be done by giving questioner to consumer through a letter or direct interview.
