A STUDY ON CUSTOMER SATISFACTION TOWARDS TVS ONE(CRM) WITH REFERENCE TO TVS & SON’S

Abstract

This project intends to survey customers satisfaction toward TVS&SONS in Chennai area. The survey related to whether the customers are satisfied with the current level of services and range of products on automobile industry and survey what customers want to improve on its products and services.

Any organization has to listen to its external customers and stakeholders. In order to monitor customer satisfaction, and to take action for improving it, a number of different methods have been developed and tested.

Any organization could definitely take advantage of a proven systematic customer satisfaction model. The challenge for organizations is to implement and secure a standardized customer satisfaction process across their playing field; class of markets and geographic markets. Customer satisfaction can be addressed as a strategic business development tool and it does have a positive effect on an organizations profitability. Satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. The survey was conducted among 120 respondents.The result has been helpful to improve its customer satisfaction level.