DESIGN FOR CUSTOMER SATISFACTION – A PROACTIVE APPROACH TO INPUT CUSTOMER EXPECTATIONS IN DESIGN PHASE

This paper attempts to classify various possible reasons for customer satisfaction or dissatisfaction, especially focusing on Product Design. Taking an example of Automotive Industry. It further deep dives to understand customer expectations and how to ensure those elements are captured in the early design stage itself. It also suggests a method to fine-tune the current development model, to be proactive in securing customer satisfaction after the product is launched