We cannot create customer satisfaction just by meeting customer’s requirements fully because these have to be met in any case. However failing short is certain to create dissatisfaction Major Attributes of customer satisfaction in banking industry can be summarized as:
- Product Quality
- Premium Outflow
- Return on Investment
- Responsiveness and ability to resolve complaints and reject reports.
- Overall communication, accessibility and attitude.
A customer satisfaction measurement survey should at least identify the following objectives:
- Importance to customers (Customers priorities)
- Customer’s perception of supplier’s performance
- Your performance relative to customer’s priorities.
- Priorities for improvement
Business Segment – Cement
In 1974, the Company diversified into production of Cement by establishing its first cement plant
at Baikunth, near Raipur (Chhattisgarh) to produce 0.60 million Tones Per Annum (TPA) of
Portland cement. The present capacity is 2.10 million TPA.
In 1980, the Company established its second Portland cement plant at Maihar (Madhya Pradesh)
with a capacity of 0.80 million TPA. The present capacity is 1.80 million TPA. In 1985, the
Company established its third Portland cement plant at Gadchandur, Dist. Chandrapur
(Maharashtra) with a capacity of 1 million TPA. The present capacity is 1.90 million TPA.
In 1995-96, the Company’s fourth Portland Cement Plant with a capacity of 1 million TPA
adjacent to the existing plant at Maihar started commercial production. The present capacity is
2.00 million TPA. Thus, the total present cement manufacturing capacity is 7.80 million TPA (of
all 4 plants).
Title -Customer Satisfaction Birla Gold Satna
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