Satisfying Customers (SQA National 5 Business Management): Revision Note

Happy customers are more likely to come back, giving the business regular income

Satisfied customers are likely to recommend the business to friends or post positive online reviews

In a crowded market, good customer service helps a business stand out from rivals

When customers are satisfied, businesses can achieve aims such as profit, survival or increased market share

Customers who feel ignored or mistreated are likely to buy from competitors instead

Bad service often leads to negative online reviews or word-of-mouth, harming the brand image

Staff dealing with constant complaints may feel demotivated, leading to higher staff turnover

Poor customer satisfaction makes it harder for businesses to reach goals such as profit, survival or growth

Supplying reliable, well-made products prevents disappointment and builds trust

Clear systems for dealing with issues fairly and quickly can turn a negative experience into a positive one

Identifies what customers need and want, so goods and services can be adapted to meet these

Support after purchase, such as returns, refunds, warranties and advice, reassures customers and encourages repeat business

Well-trained staff give accurate information, solve problems quickly and create a friendly, professional impression