Pls adapt customer satisfaction metrics in P & G Company and 1. Pls define about
ID: 362717 • Letter: P
Question
Pls adapt customer satisfaction metrics in P & G Company and 1. Pls define about the metric 2.where we get the data ? (External or internal ) Marketing Excellence Long-term outlook: P&G; takes the time to analyze each opportunity carefully before acting. Once committed, the >>Procter & Gamble -Week o company develops the best product possible and exe cutes it with the determination to make it a success. For Procter & Gamble (P&G;) began in 1837 when brothers example, it struggled with Pringles potato chips for almost in-law William Procter and James Gamble formed a small a decade before achieving market success. Recently candle and soap company. Over the next 150 years, P&G; P&G; has increased its presence in developing markets by innovated and launched scores of revolutionary products focusing on affordability, brand awareness, and distribu with superior quality and value, including Ivory soap in tion through e-commerce and high-frequency stores 1882, Tide laundry detergent in 1946, Crest toothpaste with fluoride in 1955, and Pampers disposable diapers tor. The Product innovation: P&G; is an active product innova company employs 1,000 science PhDs, more in 1961. The company also opened the door to new than Harvard, Berkeley, and MIT combined, and applies , for roughly 3,800 patents each year. Part of its innovia including Richardson-Vicks (makers of personal_care tion process is to develop brands that offer new consumer benefits. Recent innovations that created entirely new cat egories include Febreze, an odor-eliminating fabric spray in the dryer; and Swiffer, a cleaning system that effectively Today, Procter & Gamble is one of the most skilful removes dust, dirt, and hair from floors. Larry Huston, for officer at P&G;, stated, "P&G; is largely a uct categories by acquiring a number of companies products like Pantene, Olay, and Vicks), Norwich Eaton Pepto-Blismol), Gillette, Noxell (makers of Noxzema). Shulton's Old Spice, Max Dryel, a product that helps "dry-clean" clothes Factor, and the lams pet food company marketers of consumer-packaged goods in the worldmer innovation and holds one of the most powerful portfolios of trusted branded science company." brands. The company employs 121,000 people in about 80 countries worldwide, has 25 billion-dollar alobal Quality strategy: P&G; designs products of above- brands, spends more than $2 billon annually on R&D;, average quality and continuously improves and reformu lates them. When the company says "new and improved and has total worldwide sales in excess of $84 billion a of different capabilities and philosophies. These include: both the end consumers and its trade partners-through It spends more than $100 year. Its sustained market leadership rests on a number it means it. Recent examples include Tide Pods, a com pact laundry detergent tablet; Pampers Rash Guard, a diaper that treats and prevents diaper rash; and improved o-in-one shampoo and conditioner products Pantene, Pl Vidal Sassoon, and Pert Plus continuous marketing research and intelligence gathering. Brand extension strategy: P&G; produces its brands in million annually on more than several sizes and forms. This strategy gains more shef formal consumer research projects and generates space and prevents competitors from moving in to sat isfy unmet market needs. P&G; also uses its strong brand more than 3 million consumer contacts via its e-mail and phone center. The ers and researchers to be out i consumers and retailers in their home environment company also encourages its market- names to launch new products with instant recognition in the field, interacting with and much less advertising outlay . The Mr. Clean brand has been extended from household cleaner to bathroomExplanation / Answer
PP&G, being a leader in the fast moving consumer goods industry faces stiff competition and must constantly monitor the performance of its brands. This requires P&G to study the market and keep close contact with its customer base. Some of the metrics that can be adapted to measure customer satisfaction are: