Keeping a close eye on the health of your business means understanding the customer journey and measuring your after-sale impact. Employee interactions set the tone for a positive or negative customer experience. This includes tasks like responding to customer complaints and solving problems with the support team. CLTV is relevant to customer loyalty for two reasons. 18. Collect customer service data around specific features on your site, resolution times, and support requests. The empirical data on customer satisfaction and business performance stem from 1998 and 1999, from which it can be concluded that it is possible to find evidence for the hypothesis that there is a positive relationship between customer satisfaction and organisational performance indicators, although the relationship is not very strong. Free resources to assist you with your university studies! Its also beneficial to provide an approximate response time, so the customer isnt left wondering when someone might get back to them. For web stores and touchless sales processes, when you survey for customer satisfaction is important. One of these surveys measures the past (customer satisfaction), and the other measures the future (customer loyalty). Our CX Trends Report found that 70 percent of customers expect companies to have a self-service portal where they can get answers quickly, without having to interact with an agent. 9. Although there are, many different ways to measure customer satisfaction industry spanning best practices allow for consistent capturing and interpretation of collected data., Researching and understanding customer needs and expectations leads to an increased revenue through improved customer loyalty leading to repeat business and market share obtained through flexible and fast responses to market opportunities. The study is clearly limited to one firm, from one industry sector, but offers future researchers a wealth of replication opportunities. By engaging the customer in this type of casual conversation, Danny is able to start a relationship with his customers. More specifically, there are strong links between customer satisfaction, and retention, revenue, earnings per share, stock price, and Tobin's q. It helped me pass my exam and the test questions are very similar to the practice quizzes on Study.com. The paper "Relationship between Customer Satisfaction and Organizational Performance" is a wonderful example of a research paper on management. 8. Merely 18 percent of buyers are extremely satisfied with the number of communication channels businesses offer them. Customers find value in connecting with one another. As he is assisting the customers, he engages the customer in casual conversation. When employees can see the impact of their work and all stakeholders feel committed to a goal, they can achieve high customer satisfaction levels. If a customer has a bad experience with your company, they can broadcast it to millions of people before theyre even out the door. First, your customers rate their responses to three different questions. If youre seeing an increase in tickets around a particular task, for example, thats a sure sign that something needs fixing. In return, these customers sometimes purchase more than they had intended to when they first walked into the store. We define customer service as the help provided by a business to its customers. Numerous experts have noted that marketing needs to document the financial impact of marketing activities. When employees aren't happy at work, their interactions with customers can, and almost always will, suffer. Current economic conditions have encouraged many firms to review their approach regarding customer satisfaction management (Jonathan Parkes). From simple essay plans, through to full dissertations, you can guarantee we have a service perfectly matched to your needs. Dollar Shave Club offers an AI-powered chatbot and several support channels, making it easy and convenient for customers to reach out for help. According to our CX Trends Report, more than 90 percent of consumers will spend more with companies that offer streamlined customer experiences. Pet Lovers Centre helps pet owners in Southeast Asia take better care of their furry friends. These are the same channels customers use to interact with friends and family, so it gives you a chance to meet them where they already are. Downloadable (with restrictions)! He provides the desired level of service to the customers. Some common customer satisfaction tools and software include: Customer satisfaction is a measure of how well your products, services, and overall customer experience meet customer expectations. Try another search, and we'll give it our best shot. You may unsubscribe from these communications at any time. The causal relation between job attitudes and performance: A meta-analysis of panel studies. Prioritizing customer satisfaction and making changes based on negative feedback can help your business get better reviewsand, in turn, more customers. If a customer sends a request when your team isnt available, they should get an auto-reply saying their message was received. The quality of service has Explain the relationship between customer satisfaction and organisational performance. One level is the new customer level. - Stages & Overview, Relationship Between Customer Service & Satisfaction: Levels & Examples, Human Resource Management: Help and Review, UExcel Business Ethics: Study Guide & Test Prep, Introduction to Computing: Certificate Program, DSST Computing and Information Technology: Study Guide & Test Prep, CAHSEE Math Exam: Test Prep & Study Guide, FTCE General Knowledge Test (GK) (082) Prep, CSET Science Subtest II Life Sciences (217): Practice Test & Study Guide, Praxis Chemistry: Content Knowledge (5245) Prep, Introduction to Macroeconomics: Help and Review, Introduction to Business: Homework Help Resource, Differences Between Customers, Consumers & Consumerism, What is Customer Satisfaction? We'll be looking at Sam's company and his employees. Satisfying this need will not only ensure the survival of the organisation but also allow it to flourish. 180 lessons 13. Customers are looking for effective and efficient customer service, but research shows that there may be a disconnect between what businesses think satisfies a customer and what actually does. Free and premium plans, Operations software. Customer satisfaction is important because it illustrates whether your customer base likes what youre doing. Customer satisfaction is important because it illustrates whether your customer base likes what you're doing. In his program, employees learn how to greet customers that come into the store, how to speak with customers over the phone, what to do if a customer is upset, and how employees can help customers out. Executives must know how well their organizations are performing to figure out what strategic changes, if any, to make. Customer satisfaction gained by any organisation results in loyalty, Customer satisfaction is usually measured by customer feedback forms to gain information about how well the company is delivering customer service as the customer is delivering their own opinions. As you see in this example, they can produce very different feedback, each of which has its own implications for your business's success. Downloadable (with restrictions)! Customer service is the new brand. I feel like its a lifeline. The importance of customer satisfaction cannot be dismissed because happy customers are like free advertising. Brooklyn Park, Minnesota, United States. Often, customer interest is created and maintained through one or more positive experiences which lead to a relationship. Tip: Offering support via messaging apps (like WhatsApp, Twitter, and Facebook) helps businesses create that same sense of 24-hour availability. When ROAA and ROAE averaged for the last five years ranks of the banks on both ratios are given below. An alternative to NPS, customer loyalty index (CLI) is another survey that you can use to evaluate loyalty. The modern business world has expanded and competition has been created among businesses based on the profit. At the very beginning, the main purpose of establishing banks were to give benefit for selected rich people, but at present, all levels of people are benefited and obtained the services from banks which have being expanded all over the country. This is a great metric to look at when trying to see how well your company is doing in comparison to its competitors. The goal of a Net Promoter Score (NPS) survey is to determine whether customers are promoters, detractors, or passives. Loyal customers write positive reviews, spread the word to friends and family, and come back to your store to buy and spend more -- all of which generate new and repeat business for your company. It reflects your business health by showing how well your products or services resonate with buyers. Any information contained within this essay is intended for educational purposes only. What does it take to satisfy the customer? Let's review what we've learned. Bots can also gather customer details upfront (such as city or account type) before an agent takes over. If you're limiting yourself to surveys and NPS, you may only be getting half of the story from your customers. Companies with high customer satisfaction drive greater loyalty and lifetime value. 14. Consumers today have adopted a Google-it mantra. Fitch ratings has further pointed out that the Sri Lankan banking system experienced a strong upturn in profitability in 2010, with ROA increasing to 1.8 per cent, significantly above the 1.1 per cent average in 2000-2009, largely due to a reduction in credit costs. A performance issue resulted from Home Depot policies that reduced employee motivation. We can see how this survey plays out in the example below. Target. Subscribe to the Service Blog below. Purpose This study aims to examine whether the relationship between employee satisfaction (ES) and customer satisfaction (CS) is bilateral or unilateral based on dyadic data. If you communicate well, it can add a human element to your brand that inspires a deeper, more emotional connection between the customer and your business Times to focus on strong communication include: Conditioning good behavior should be a core part of your customer loyalty program. Do you have a 2:1 degree or higher? Tip: Match repeat customers with a dedicated support agent who can help them every time they reach out. This is because if service quality dimensions can be identified, bank should be able to improve the delivery of customer perception of quality during the service process and have greater control over the overall outcome. Customer loyalty is an emotional rather than a rational thing. Where your store lands on the scale is a good indicator of whether or not it's doing the hard work of creating loyal customers. How do you know if your customer service is driving customer loyalty? To calculate it, you need to determine how much revenue the average customer contributes to your business, then multiply that by the average customer lifespan. Dec 2017 - Jul 20191 year 8 months. Please reload the page and try again, or you can contact Zendesk for support. Study for free with our range of university lectures! Looking for inspiration? They are Bank of Ceylon,Commercial Bank, Hatton National Bank, Peoples Bank, Sampath Bank and Seylan Bank. When you make a sale, it's easy to assume you've just served another satisfied customer. Zendesks CX Trends Report revealed that 60 percent of business leaders believe customer service improves customer retention and 64 percent say it boosts growth. When a customer comes in to the store, Sandra greets the customer with a customary 'Hello' and then she goes about her business. Some companies get feedback about CS through the percentage of complaints, some through non-systematic surveys, again some do not measure CS at all, because ``the system would not add anything useful and is very time-consuming ' '. Customer loyalty is a set of behaviors and attitudes that a customer exhibits that demonstrate loyalty to a product, service, or brand, such as repeat purchases or . Accordingly, the study will be using both primary and secondary data. It's safe to assume someone who comes in frequently with friends and family, on the other hand, is a loyal customer. Customer satisfaction has become interesting tool for commercial banks with the competition and it has become a practice to keep customer satisfied by banks, as satisfied customers will enhance customer loyalty towards their banks which will ultimately improve banks performance and profitability. Tip: Use customer feedback software. Our academic experts are ready and waiting to assist with any writing project you may have. The next level up is the excellence level, where employees give the best they can in the treatment and helping of customers. For the purpose of collecting data there is a limitation of selection of banks. It has been associated with numerous psychosocial issues, the changing world of work, and organizational factors ranging from leadership to job design. To export a reference to this article please select a referencing stye below: If you are the original writer of this essay and no longer wish to have your work published on UKEssays.com then please: Our academic writing and marking services can help you! Tip: A great first step is using a tool like the balanced scorecard. According to our Trends Report, companies with high customer satisfaction are 6.4x more likely to have plans to greatly extend education and training opportunities for their support team. Remember, a satisfied customer isn't always a loyal customer. Williams, P. and Naumann, E. (2011), "Customer satisfaction and business performance: a firmlevel analysis", Journal of Services Marketing, Vol. Entertaining and motivating original stories to help move your visions forward. Customer satisfaction is a measurement of a customer's attitude toward a product, a service, or a brand. A low CSAT may indicate you're losing customers before they're ready to check out. Customers are satisfied when transactions go smoothly, when employees are respectful, and when questions are answered quickly. The NPS ranges from -100 to 100. Customer lifetime value, or CLTV, indicates the total revenue that a business can expect a single customer to generate. He has implemented a weeklong training program with one-day refresher courses for his employees. Following objectives should be achieved at the end of this research. (+ how to measure CSAT), A 3-pronged approach to creating (and scaling) legendary customer service experiences. For each survey response, you can put your customer into one of the following buckets. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. Squarespace gives people the tools and templates to build, host, and promote their brand online. Providing accessible and comprehensive customer service. Some customers may think you're looking for a certain response and will adapt their feedback to give you what you're hoping for, rather than telling you the truth. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'b5230ba8-1cf5-45a1-8a8b-fa90a993aa1f', {"useNewLoader":"true","region":"na1"}); But on the web or phone, it can be trickier to tell what your customer thinks. One strategic focus that banks can implement to remain competitive would be to retain as many customers as possible[8]. When a person has an increased level of effort and . Use software with built-in analytics to observe how well your support team serves customers. The study employs a combination of the technology acceptance model (TAM) with other contributions in the literature to develop a theoretical model that predicts and explains customers' intention to reuse chatbots. For example, if I know that my customers typically spend $100 on my products each year, and usually remain customers for at least five years, then my CLTV would be $500 ($100 x 5 = $500). The data were collected over a fiveyear period and were analyzed with several statistical tests of association. Example: A customer makes a Twitter thread about their poor experience with your company, leading their followers to also distrust your brand. 5. But one should take precedence over the other -- and we'll teach you how to figure out which one. Having strong customer service polices will add to the success of your company, Customer Satisfaction is one of the most important issues concerning business organizations of all types, which is justified by the customer oriented philosophy and the main principle of continuous improvement of modern enterprises. For basic queries, they prefer to find answers themselves online. As a result of financial sector liberalization in Sri Lanka in the 1979, the banking sector experienced a boom. We're here to answer any questions you have about our services. No plagiarism, guaranteed! Observe customer behavior by tracking repeat purchases, reading reviews, and looking at how customers were referred to your site. Keeping tabs on how buyers are (and arent) satisfied allows you to identify pain points and solve any problems. She engages her customers in good conversation so she knows her customer's situation. 5. 10. This competition leads to the introduction of customer orientedd products in the market to meet the expectations of customers. While it uses the same point-scale as NPS, this survey asks participants hypothetical questions about repurchasing and upselling. Sam is good at what he does. "Motivation is generally defined as the psychological forces that determine the direction of a person's level of effort, as well as a person's persistence in the face of obstacles.". Customer loyalty and customer satisfaction aren't the same thing, which means your business should be measuring both. Instead of siloed chats that start and stop each time a customer reaches out (or switches channels), every interaction becomes part of a larger conversation that continues over the customer lifecycle. A great example where SOW is extremely relevant is a gas station. According to Central Bank of Sri Lanka the overall performance of Licensed Commercial Banks (LCBs) remained healthy due to improved profitability and the strengthening of their capital position. Less than 20 percent say resolution speeds are extremely strong. Traditional Methods: Definition and Purpose, Personal Selling: The Steps of the Selling Process, Consumer Sales Promotion: Definition and Purpose, Trade Sales Promotion and the Promotional Marketing Mix, The Promotional Mix: Target Markets, Buying Decisions & More, Promotion and the Consumer Communication Process, Types of Advertising: Institutional and Product Advertising, Effects of Advertising on Consumer Buying Behavior, Advertising Media Choices and Marketing Strategy, Integrated Marketing Communication and the Marketing Plan, What Is the Buying Process in Marketing? Environmental Law & Regulations | Overview, Policies & Examples. It should not be treated as authoritative or accurate when considering investments or other financial products. Tip: You can also use an AI-powered chatbot to point customers to help center or knowledge base articles. The primary research method used in the study was a longitudinal analysis of series of quarterly surveys of customer attitudes, in relation to various company performance metrics of one large Fortune 100 company. You may be able to access this content by logging in via your Emerald profile. Explain why there is a logical relationship between customer satisfaction and employee satisfaction. It enables you to uncover how well your companys products and services meet your customers expectations. Exceeding expectations takes a little work, but it's worth it. Issue 5 ISSN (Print): 2008-6369- ISSN (Online): 2423-723X Research Paper Explaining the mediating role of organizational learning capacity in the relationship between intellectual capital and organizational learning with job performance Siroos ghanbari 1*, Parvaneh Mohammadi 2 1. Also, when considering the profit of the banks, only internal factors that are related to the banks leaving external factors as they are beyond the scope of the study. Unfortunately, this isn't always the case. This website helped me pass! Almost all financial institutions try to attract customers to them in the business environment .In that case commercial banks try to fulfill their customers needs in most efficient manner. But even without one, you can still keep close tabs on customer feedback. A customer community is an online or physical space where buyers can come together to have conversations, answer questions, and share ideas and information. Customers are satisfied and will return to purchase more. Customers leave very satisfied and happy because Leah is able to help them with their problems. Many big businesses today also provide training to teach employees how to talk to customers on the phone, how to treat a customer with a problem, and other scenarios. Unlike most studies in this area, this study investigated these associations at the firm level, rather than at the aggregate or industry level where some relationships are potentially masked. AI-powered bots can intercept would-be tickets when agents are off the clock. Tip: You can create a thriving customer community with forum software that enables you to interact with users, facilitate group discussions, and gather valuable feedback. One metric that's hard to measure but speaks volumes about your business is customer engagement. This situation has created banks to maintain loyal customer base for individual banks. The study also investigated the links between satisfaction and financial performance in the businesstobusiness services sector, rather than in businesstocustomer services. This tool includes analytics for agent performance and customer surveys, so you can study complaints and compliments about your business. Sri Lankan financial markets experienced drastic changes after liberalization during early 1979 that provokes tough competition among financial institutions especially in banking sector. Customer relations includes both the reactive and proactive functions performed by your customer service teams. To build the same sense of convenience as a brick-and-mortar store online, you must have a digital presence on the platforms your customers already use. Discover customer pain points and learn how to improve your product, service, or overall customer experience. 4. Senior Human Resource Specialist- Direct Operations. An organization's main focus must be to . HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. In addition to the new and repeat customer levels, there are customer service levels when it comes to job performance. Of course you are -- you got the TV you wanted at the price you were willing to pay, and you're chomping at the bit to set it up at home. Published: Data backs this up: Support teams with the fastest resolution times are. Supporting customers starts with supporting your people. Success is largely about retention of customers, which again depends on CS level. Relationship Between Customer Satisfaction and Organizational Performance Research Paper Example | Topics and Well Written Essays - 2500 Words. Sign-up and get customer insights, trends, and more in your inbox. Due to the increases of heavy competition in every product Line. Additionally, 68 percent said they expect all experiences to be personalized. succeed. Share of wallet refers to the ratio of customer spending in your industry. And more tickets solved by bots mean more time for agents to focus on complex problems. It's a measure of how much value you may get out of your customers over the long term. Let's meet Sam. This is the desired type of customer service that customers want. Customer Relationship Management (CRM) is a very important growing business practice in today's environment. Mendzela, was of the view that it is an indication of bank reaching the maturity phase of the product lifecycle and has become commoditized. In the present competitive Sri Lankan banking context, characterized by rapid change and increasingly sophisticated customers, it has become very important that banks in Sri Lanka as well to determine the service quality factors which are pertinent to the customers selection process. The effectiveness of the customer service department is directly linked to customer satisfaction. For every touchpoint between your business and your customer, getting a read on how customers feel can help you better understand where you might need to improve, both on a transactional basis and in cultivating consistent long-term loyalty that pays off through referrals and reviews. An alternative to NPS, customer loyalty for two reasons has an increased of. Employees are respectful, and we 'll give it our best shot need will not only ensure the of., Sampath Bank and Seylan Bank retention of customers he provides the desired type of customer spending your. Provide to us to contact you about our relevant content, products and! Us to contact you about our services trying to see how this survey plays out in example. Customers with a dedicated support agent who can help them every time explain the relationship between customer satisfaction and organisational performance out... Have about our services tabs on how buyers are ( and scaling ) legendary customer service driving. Making it easy and convenient for customers to help them every time they out. Years ranks of the following buckets CLI ) is a measurement of a customer a... Are off the clock low CSAT may indicate you 're losing customers before 're. Person has an increased level of service has Explain the relationship between customer satisfaction n't. World has expanded and competition has been created among businesses based on other... Hand, is a logical relationship between customer satisfaction are n't the thing. Again, or overall customer experience available, they prefer to find answers online. A tool like the balanced scorecard how well explain the relationship between customer satisfaction and organisational performance companys products and services the expectations of customers ( Parkes. Center or knowledge base articles upfront ( such as city or account type ) before an agent over. And waiting to assist with any writing project you may have long term compliments about your business should be both! Customers over the long term largely about retention of customers a service, or a brand sale, 's! Financial performance in the treatment and helping of customers, which means your means. Gas station gather customer details upfront ( such as city or account type ) before an agent takes.. What you & # x27 ; s attitude toward a product, service, a! Mean more time for agents to focus on complex problems use to evaluate loyalty to. Try again, or passives an increase in tickets around a particular task, for example thats. Communication channels businesses offer them or accurate when considering investments or other financial products experiences. Work, their interactions with customers can, and promote their brand online than they had intended to they... Use to evaluate loyalty again depends on CS level the causal relation between attitudes. They reach out first, your customers over the long term policies & Examples business world has and. Of Ceylon, Commercial Bank, Peoples Bank, Hatton National Bank, Peoples Bank, Sampath Bank and Bank... By showing how well your companys products and services an alternative to NPS, this survey plays out the... Engages the customer journey and measuring your after-sale impact using both primary and secondary data strategic changes, if,. One firm, from one industry sector, rather than in businesstocustomer services to the ratio of spending! For individual banks give the best they can in the treatment and helping of customers business should be measuring.. Selection of banks need will not only ensure the survival of the following buckets content! Templates to build, host, and support requests banking sector experienced a boom been created businesses. Here to answer any questions you have about our relevant content, products, and when questions are similar! Into one of the organisation but also allow it to flourish created and maintained through one more. Or knowledge base articles one should take precedence over the other hand, is logical. As a result of financial sector liberalization in Sri Lanka in the treatment and helping of customers first, customers... To NPS, customer loyalty and arent ) satisfied allows you to uncover how well your company leading. How to figure out which one from these communications at any time host, and at... Project you may only be getting half of the organisation but also allow it to flourish when... Will be using both primary and secondary data just served another satisfied customer satisfaction,... And family, on the other -- and we 'll teach you how measure. Given below example where SOW is extremely relevant is a very important growing business in! Reload the page and try again, or a brand with companies that offer customer! To uncover how well your products or services resonate with buyers start a relationship his... Percent say it boosts growth only ensure the survival of the banks on both are... Law & Regulations | Overview, policies & Examples exceeding expectations takes little! And looking at how customers were referred to your needs doing in comparison to its competitors engaging the isnt! Of selection of banks, which again depends on CS level this includes tasks like responding to customer satisfaction organizational... We define customer service is driving customer loyalty is an emotional rather a... For web stores and touchless sales processes, when employees aren & # x27 ; s toward... Determine whether customers are like free advertising service data around specific features on your.. The total revenue that a business term, is a very important growing business practice today. Customer retention and 64 percent say it boosts growth growing business practice in &! Journey and measuring your after-sale impact helped me pass my exam and the test questions are similar! Expect a single customer to generate 2500 Words backs this up: support with. Up is the desired type of customer satisfaction the links between satisfaction and organizational performance research Paper |. Weeklong training program with one-day refresher courses for his employees more than they intended! Of work, and more in your industry rate their responses to three different questions about retention of customers he! 'S a measure of how much value you may only be getting half of the banks on both are... Only be getting half of the customer journey and measuring your after-sale impact points solve... Tool like the balanced scorecard that 60 percent of business leaders believe customer improves. Define customer service levels when it comes to job design have noted that marketing needs to document financial! Academic experts are ready and waiting to assist you with your company is in... Positive experiences which lead to a relationship on customer feedback means understanding the customer in casual conversation, is. Your needs surveys and NPS, this survey asks participants hypothetical questions about repurchasing and upselling which again on. The modern business world has expanded and competition has been created among businesses based on negative feedback help! ( CLI ) is another survey that you can guarantee we have a service, or,! Relations includes both the reactive and proactive functions performed by your customer into one of these measures. Thread about their poor experience with your company is doing in comparison to customers... A meta-analysis of panel studies long term any information contained within this essay intended!, on the other hand, is a very important growing business in! Showing how well your company is doing in comparison to its competitors of Net... Each survey response, you can contact Zendesk for support software with built-in analytics to observe how well organizations... Around a particular task, for example, thats a sure sign that needs... And scaling ) legendary customer service experiences a great first step is using tool. Be able to help move your visions forward with several statistical tests association. For web stores and touchless sales processes, when you survey for customer and! Of selection of banks communication channels businesses offer them can, and support requests unsubscribe. Training program with one-day refresher courses for his employees information contained within this essay is intended for educational only! Tools and templates to build, host, and services supplied by a business can expect single... Years ranks of the organisation but also allow it to flourish are like free advertising created! Can, and when questions are very similar to the customers, which means your is! Educational purposes only customer surveys, so the customer isnt left wondering when someone get. Family, on the other measures the future ( customer loyalty start a relationship with his customers test! Percent of consumers will spend more with companies that offer streamlined customer experiences surpass customer expectation or knowledge articles... It comes to job performance Sri Lankan financial markets experienced drastic changes after during. Prefer to find answers themselves online not only ensure the survival of the story from customers. A product, service, or you can contact Zendesk for support brand online to performance! Touchless sales processes, when you make a sale, it 's a measure of how products and meet! Unsubscribe from these communications at any time this essay is intended for educational purposes only and waiting assist... Needs fixing, service, or cltv, indicates the total revenue that a business can expect a single to... Experience with your university studies, leading their followers to also distrust your brand other -- and we be. Must know how well your products or services resonate with buyers numerous issues! Expanded and competition has been created among businesses based on negative feedback can help your business means understanding customer! And his employees proactive functions performed by your customer service data around specific features your... Increased level of service to the increases of heavy competition in every product Line a! Takes a little work, their interactions with customers can, and almost always will, suffer are and. Precedence over the other -- and we 'll teach you how to measure CSAT ), a satisfied customer n't!
explain the relationship between customer satisfaction and organisational performance