Professional Documents
Culture Documents
Customer-Satisfaction-P1258969493qFbUI (1) .PPSX
Customer-Satisfaction-P1258969493qFbUI (1) .PPSX
Customer Satisfaction
Presentation purpose
-Describe the fundamentals of customer
satisfaction as practiced in the private and
commercial sectors....products
-Encourage you to consider the transferability to
local authority.... services
-Describe customer satisfaction as delivered by a
football club
Customer satisfaction
• The private sector has recognised the
importance of customer satisfaction for many
years
• Our customers have always had somewhere
else to go.
Peter Drucker
However where one council had a monopoly
with no competition.....
Anon
• Timetables, like league tables, don’t always
deliver satisfied customers
•Experience
•Knowledge
•Availability
•Delivery of after sales service
•Other users’ opinions
1: Design
2: Performance
3: Reliability
4: Maintainability
5: Delivery
• Poor quality....
– Costs time
– Costs money
– Lost orders
– Lost customers
Customer
satisfaction
Added value satisfies customers
Product: Service:
•Bigger •Friendlier
•Simpler •More imaginative
•More compact
•More reliable
•More convenient
•More durable
•Easier to maintain
Delivery: Literature:
•Quicker •More informative
•More Frequent •Better written
•More visual
Somewhere between private industry and public
service lies a unique hybrid.....
A football club
Exeter City FC-
“No ordinary football club”
• Saved by its fans in 2003
• The only club in the football league to be owned by its supporters
• Has a unique role in the community
• A desire to build on those links working with:
– Primary Care Trust
– DCC
– ECC
– Environment agency
– Exeter Leukaemia Fund
– Connexions
To name a few.....
All of this through the medium and magic of football
We use this football club to:
– Change lives
– Shape personality and character
– Build team players
– Promote health and fitness (DCC survey’s most
important criteria)
– To create winners
– To help teenagers (DCC survey’s greatest need for
improvement)
All to satisfy our customers!!
•This is what is our satisfied customers look like
Parent School
Football
Club
Consistent messages to players
and parents
• Respect
• School grades
• Dress Code & presentation
• Healthy positive lifestyle
• Time keeping
• Hard work
• Represent the Football Club at all
times
SAFETY NET & AFTER CARE
Advanced Development
Centre
Under 9’s – Under 13’s
Retention Programme
Under 14’s – Under 16’s
Exeter College Football
Academy
Under 17’s – Under 19’s
The success of the Clubs ethos in the past
Danny Clay
Elliott Frear
COACHING STAFF
Chris Eveleigh, Arran Pugh, Matt Micklewright, Mitch O’Donnell and
Sam Brunt
Eric Harrison produced the players Alex Ferguson produced the trophies
These players have helped us achieve…
What can these players help us achieve?
At Exeter City FC we satisfy many different types
of customers.