Employer and Employee Satisfaction, Essay Example

Company Overview

Kayak is a travel search engine that is operated by software from Kayak Software Corporation. Products of Kayak are available in more than 20 different languages worldwide. The company runs travel search engines, which include swoodoo and checkfelix. The company was started in 2004 under Paul English and Steve Hafner as the directors. The Priceline Group acquired Kayak Company later in November 2012.   Kayak is an international company since it is serving all people worldwide irrespective of their location. It offers travels services, search options and advices to the clients traveling to various destinations. Since the company operates online, it will attract many customers because almost all people are accessing the online services using their phones (Huang & Yoshida 2013, p. 87).

Kayak Company is targeting all people irrespective of their age as they are free to travel to various destinations. To reach all customers; Kayak has involved its services on the social media web pages and even YouTube. Many people are registered on the social media, and the company will reach them by posting their products and services offered including the prices. The company registers on the social media web pages like facebook, histogram, and twitter where the products and services offered are posted and frequently updated by the staff. The customers will get updated in case of any changes in the prices or introduction of new products and services.

Assessment Tool

Assessment tool is a key component used by companies when working with clients in their internal strategy or planning. The assessment tool used by Koyak.com is social media having an installed software that captures the information about customers accessing the company’s products. In addition, it captures the comments left by the customers that the staff will work on. The assessment tool will enable the company to know the level at which the customers are satisfied. From the text, every organization needs to conduct usability testing to assess the satisfaction of target populations and if the website is user friendly. In the case of Kayak Company, assessment should be conducted frequently to assess whether the customers are satisfied. If they are satisfied, more improvements should be done to make them comfortable and retained as frequent customers. If the customers are not satisfied, the points with problems will be noted and rectified immediately for the customers to be served efficiently to their satisfaction. This can because by incompetent staff or lack of resources in the competent, which will require training and equipped with resources.

Assessment Tool for Koyak.com

The customers accessing the services of the organization are served within a short time. This is because there is no a delay or long queues. It self-service since it is online, and the customer follows the instructions. There are links where the customer can access help or leave comments, which the staff will act on later. The link is in a strategic position that it can be accessed easily. All the information including prices of flights are clear, and the customer is satisfied with the service (Finn 2011, p. 35).

Customers enjoy the services offered on the social media since they interact and communicate with friends and at the same time, they get useful information about services offered by the company. The page is decorated with various attractive colours that will motivate the customer to access the social media web page where the products and services offered by the company are offered. It is user friendly because in case the customer fails to travel part of the money can be refunded. The privacy of the company has been preserved since there are private links that are accessed by the company staff where the customers will not access them. In the case of privacy, the company scored  9/10

The consumers are happy with the services offered. They can book their flights online without moving long distances to book a service. The customers can access all the information that they need about different flights to various destinations. Kayak.com did their best by making their information clear especially the links that are placed at the top of the page that can be seen easily without straining. The company scored 8/10 on the clarity of information.

Recommendations

Customer satisfaction assessment is critical and important measure that should be incorporated with marketing strategies when reaching customers. The assessment will allow the company to realize the weaknesses associated with services offered to customers or poor quality products at an early stage (Evanschitzky & Wunderlich 2011, p. 143). The company will act on rectifying the issue before it reaches a point that the customers move to competitor companies seeking quality products and services. To offer quality products and services, frequent assessments should be conducted, and the company responds to the results immediately. Some companies might conduct assessment and after receiving the results they fail to respond immediately and the customer will be disappointed. The employees should be trained such that they can design or even understand how to access the information from the software. Through the training offered they will learn how to respond to customers requests through help links.

References

Evanschitzky, H.& Wunderlich, M. (2011). How employer and employee satisfaction affect customer satisfaction: an application to franchise services. Journal of service research, 14(2), 136-148.

Finn, A. (2011). Investigating the non-linear effects of e-service quality dimensions on customer satisfaction. Journal of Retailing and Consumer services, 18(1), 27-37.

Huang, S. T.& Yoshida, S. (2013, August). Service Quality Assessment Based on Customer Satisfaction in International Freight Forwarding Industry: An Empirical Study in East Asia. In International Forum on Shipping, Ports and Airports (IFSPA) 2013: Trade, Supply Chain Activities and Transport: Contemporary Logistics and Maritime Issues.