• Dr V Sasirekha , Poomani G


This project intends to survey customers satisfaction toward the Capricorn in Chennai area. The survey related to whether the customers are satisfied with the current level of services and range of products and survey what customers want to improve on its products and services. Any organization has to listen to its external customers and stakeholders. A number of studies have shown that the long-term success of a corporation is closely related to its ability to create and maintain loyal and satisfied customers, adapt to customer needs and changing preferences. In order to monitor customer satisfaction, and to take action for improving it, a number of different methods have been developed and tested. Any organisation could definitely take advantage of a proven systematic customer satisfaction model. The challenge for organisations is to implement and secure a standardized customer satisfaction process across their playing field; class of markets and geographic markets. Customer satisfaction can be addressed as a strategic business development tool and it does have a positive effect on an organizations profitability. Satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. On the bases of my research I recommend organisations to implement a customer satisfaction model to enhance their business development and improve their overall level of quality. The objective of all customer satisfaction models is to provide results that are relevant, reliable, and valid and have predictive financial capability. Customer satisfaction research should be done with greatest care. Measuring customer satisfaction must be a continuously, consistent, timely, accurate and reliable process. This is where a new customer satisfaction approach becomes a powerful strategic business development tool for organisation. The survey was conducted among 150 people in a 500 customer pool in the Chennai Area. The survey has been conducted to identify the customer satisfaction level at Capricorn global service. The result has been helpful to improve its customer satisfaction level