Report on Client Satisfaction for Iash Inc. and Future Strategies

This report examines a case study involving Iash Inc. and a client, Mr. Kern Lee, who raised concerns about project timelines and activities. The analysis focuses on the importance of customer satisfaction and loyalty in the context of business communication and service delivery. The report proposes strategies to address client complaints, including providing detailed reports on project activities and timelines. It emphasizes the use of customer satisfaction surveys and the need to understand the perceived value from the customer's perspective. The report highlights the difference between satisfaction and loyalty, emphasizing that while satisfaction is an attitude, loyalty is a behavior. It concludes by recommending proactive measures to ensure customer satisfaction and retain clients, such as providing detailed reports, and follow-up communication to gauge satisfaction levels.

Reflection: What measures could you put in place to avoid this situation happening in
future?
Mr. Kern Lee a client who has been consulting with Iash Inc. Company on web
communications and web design registered complaints regarding fewer hours spent on his
project. Also, Mr. Kern Lee requested a breakdown of the activities done regarding his project in
the 3 months duration. From the case given, it’s clear that we as Iash Inc. Company had even
spent overtime on Mr. Kern Lee’s project.
The question of what measures to put in place to avoid this situation is answered though
ensuring customer satisfaction. It is well known that customer satisfaction largely leads to
customer loyalty. Loyal customers bring in a higher share of their expenditure, repeat business,
referrals and word-of-mouth publicity. As deregulation and liberalization increase the number of
players competing in an industry, the net effect for the service providers is heightened customer
expectations.
Assuming that customer satisfaction will lead to customer loyalty for Iash Inc. Company,
there are a number of possible questions that may be included in a customer satisfaction survey
to measure how satisfied is the customer. For instance,
(i) How likely or unlikely are would you be to recommend us?
(ii) How satisfied are you overall with us?
It is necessary to record answers to all the questions we chose to include in Iash Inc.
Company customer satisfaction survey on a simple scale of not more than 1 to 10 in order to
make it convenient for the respondents and to keep the record for benchmarking. Customer
satisfaction measurement must be integrated into the marketing strategies in order to be able to
drive the goals of Iash Inc.

However, it must be understood that satisfaction may not result in loyalty. This is because
satisfaction is an attitudinal attribute, which indicates how a consumer feels about Iash Inc.
Company, product or service whereas loyalty is a behavioural attribute, which indicates how a
consumer behaves in relation to Iash Inc. Company, product or service. Will the consumer buy
the product or service again? Will they recommend it? While there is no guarantee that a
satisfied consumer will not defect, a dissatisfied consumer is sure to switch to others at the first
available opportunity. Behavioural loyalty depends on the perceived value of the product or
service. The key to success in business is to understand what the consumer perceives as value
and delivering it. The perceived value may sometimes be irrational, but that is what the
consumer wants, and that is what a marketer should deliver.
For the case of Mr. Kern Lee, A report meant to clarify his issues will be created and sent
to him. The report will include timelines and all the activities that were done in regard to his
project. The report will serve as a formal communication and response to Mr. Kern Lee’s issues
of less time used on his project and a record of all activities done during the three months period.
After the report, a followed email or phone call will be made to Mr. Kern Lee to assess how
satisfied he is with the services we offered, and the responses provide to his complaints.