Customer Window Quadrant as a Tool for Tracking Customer Satisfaction on the Furniture Market

Customer satisfaction is one the most important factor in a successful business. A continuously increasing customer satisfaction leads to increased competitiveness. Monitoring and measuring customer satisfaction is based on detailed information about customer. The article is focused on the application of the model Customer Window Quadrant (CWQ) as a method of measuring the customer satisfaction in the furniture company. The main goal is to make an objective investigation of the customer satisfaction in the selected company using a questionnaire survey. The analysis and model can demonstrate eventual inadequacy, as well as, customer dissatisfaction. Different relationship between the current status of the customer satisfaction and importance is described on the graphical model. The results confirmed customers preferences as quality and service compared to the price. The customers consider as a negative services like lack of information about the status of their orders, range, etc. Company should innovate towards the use of more sophisticated tools for ensuring the tracking of orders and stock. This would satisfy even the needs of the customers, where the price is not a decisive feature for the customers. The collected data offer advices, which should lead to the increase of the customer satisfaction. (C) 2015 The Authors. Published by Elsevier B.V.