Customer satisfaction survey; Philips India Limited

Abstract

CUSTOMER FIRST is one of the PHILIPS QUALITY PRINCIPLES, which Philips is following on its way to become a world class Company. Customer Satisfaction Survey is useful in determining how the Company is faring on its journey and the feedback thus received helps it to correct itself. This is in line with the Philips Quality Award - PQA 90 which the Company is striving for. The results of the survey show that the performance of Philips has declined and is no longer The First Choice of a majority of its customers (declined from 63% in the previous survey to 15% in this survey). The Company has not succeeded in improving the level of Customer Satisfaction with the level remaining constant at 60%. The Philips Product is overall perceived to be better. The Sales Team should be widened, and documentation should be improved. The Company needs to drastically improve upon its After Sales Service by employing more service personnel and providing more support to the Dealers by holding sales and service training for their personnel.