Okay - I've been waiting and no one is participating. This could be a great forum! Are we all afraid of sharing too much info? So, I'll start....

I think that I have a great system for capturing our customer satisfaction in our industry. :D My registrar really likes how I have captured the data. In the past, I have handed out data "publicly" in company overviews for potential customers. We are an automotive/motorcycle aftermarket performance parts supplier to mail-order parts distributors, the Big Three, and the actual end-user who uses the product in their vehicle.

If anyone is interested I can safely share some of this data and the form I use to capture it with. The process also is well documented in a procedure which I can share.

Let's get this benchmarking sharing thing rolling...so we can all benefit from each other! Customer Satisfaction seems harmless enough....

How do you propose to share the data (as in what format, 'fields', etc.)?

How do you propose to share the data (as in what format, 'fields', etc.)?

Well, the actual data collection and charting is all done in Excel. So, I was most likely going to cut and paste the actual charts into a new Excel doc. It should be easy for anyone to view.

OK - This was a requested forum so I'm trying to get things started.

You have data. What 'fields' (data fields)? I.e.: Number of customers surveyed? Pos vs. neg.?

Why don't you post the data you have so we can see where we're going with this?

I have attached the Form, Procedure and the 2005 data file.
It took me a minute to wipe out the company name, etc. in all docs. Don't know whether or not it was really necessary but I did it regardless.

I am open to improvements, questions....etc.

Just 'Edit' your post. It will be a 'short form'. Click on the 'Go Advanced' button near the bottom. It will open up the main editor window. Scroll down and you will see 'Manage Attachments'. Delete the old attachment and the upload the new attachment.

If you have Skype I can talk you through it if you have problems.

If it was in the post you deleted, I deleted it permanently so there shouldn't be an issue with your uploading it now. If there is, let me know.

Just 'Edit' your post. It will be a 'short form'. Click on the 'Go Advanced' button near the bottom. It will open up the main editor window. Scroll down and you will see 'Manage Attachments'. Delete the old attachment and the upload the new attachment.

If you have Skype I can talk you through it if you have problems.

Funny, I was doing that and it would not work to save my life! So I logged out and came back in, saw your post, tried it again and it worked. Go figure?:bonk:

I am going to come up with other data to share that may be more useful...:)
Okay - here we go. Some objectives for ISO 9001 - these are real numbers.

I am going to come up with other data to share that may be more useful...:)
Okay - here we go. Some objectives for ISO 9001 - these are real numbers.

hello Lee, thanks for sharing... looking at your objectives, i was curious about how you do the ISO9001 QMS compliance scoring. can you please share the score system used?

:thanx:

hello Lee, thanks for sharing... looking at your objectives, i was curious about how you do the ISO9001 QMS compliance scoring. can you please share the score system used?

:thanx:

Well, It's not that complicated. It's all in Excel. I rate the ISO sections individually. Starts with 100 pts possible and then I subtract points for non-compliant areas but it is subjective. You really have to put yourself in the shoes of your registrar when you rate your own audits. Unfortunately, I am really swamped right now with a registrar surveillance audit. I did attach a sample of what I use but....I found an error in the file(embedded formulas) and I do not have time to correct it! The white cells - place an "x" in the white cells to calulate the score of each line item. I am planning on expanding the scoring system but have not had time. Hopefully, I will get back later in the week after this audit, which I am not ready for!!! :mg:

Sorry for the delay.

hello Lee, thanks again for sharing :agree1: and don't worry about the embedded formulas... i am sure if anyone want to use the file, they will fix it themselves :yes:

so your scores are based on the ISO9001 sections and pts deductions for non-compliants? for my QMS compliance, I was planning to base it on my QMS documents (not the std itself) and pts rewarded for effective implementation of processes... however, i am still thinking if this is a good approach :truce:

hopefully more people can share their experiences here :bigwave:

Yes - I am only scoring ourselves based on our compliance to the standard. My audit, so far, is going well!! :)

Here are the other 3 Survey forms that are part of my process outlined in the procedure that I posted earlier in this forum.

I am posting the 2005 Year end results for our: Distributor, OEM, and Foundry Customer results. The Consumer results were attached in an earlier post. Now the entire process with all results are posted! Whew!

hopefully more people can share their experiences here :bigwave:

I am hoping with you! :)

Very impressive work Lee. Thanks for sharing.

I am interested in the OEM survey aspect since that is who we supply to as well. (Electrical in our case) We don't supply directly to end users. We are looking for a way to simplify our survey and this looks good.

How many of these are you sending out and is the response rate? I have noticed that surveys can be a real pain to get a decent response rate from.

James

Very impressive work Lee. Thanks for sharing.

I am interested in the OEM survey aspect since that is who we supply to as well. (Electrical in our case) We don't supply directly to end users. We are looking for a way to simplify our survey and this looks good.

How many of these are you sending out and is the response rate? I have noticed that surveys can be a real pain to get a decent response rate from.

James


Total of 18 sent out for year 2005 and only 8 returned.
I'm auditing today...gotta run!!

With regard to the return rate of satisfaction surveys, I have found after five years of compiling surveys that the most effective method is to call the customer. We ask pertinent questions about our products, which the customer will rate. This is accomplished kind of like internal auditing. In other words we won't allow a sales agent to call his customer. Administrative or quality personnel conduct objective surveys. It is not uncommon for our return rate to be between 96-100%. We have a customer base of about 3500
and survey 10% monthly. Of course our largest $ customers are monitored on a daily basis. We keep the survey very short and sweet. (5 Minutes).

Gathering useful feedback:
We have found that leading questions like; "How can we better serve your company" and "If you could improve one area of our business relationship, what would it be", will often return the kind of results that may be negative and maybe things you really don't want to hear. However, this is the most useful feedback you can receive if you truly want to improve your processes and in turn your. relationships with your customers.

This to me, is much more useful than some number, say 95.5%, that I present at the quarterly review meeting or show to an auditor to prove that I am "measuring satisfaction".

We have goals, targets and data, data and more data. I guess my point is that data is good and necessary, but how do you keep them coming back and build for the long term? Find out what they do not like and try your best to change it! Build a survey
:2cents:

At the beginning of this year we decided to try something different with our customer satisfaction data collection and so far it is working out great.

We have a website that our customers regularly accesss to track their shipments, check their rates etc. Now when they log on they will see 1 question pop up. They will not see another one until the next time they log on. Each QTR we choose 8 to 10 questions to run the entire quarter. The next QTR a new batch is selected. Then on the 3rd QTR the same questions are used again so we end up with comparisons for 1st and 3rd and 2nd and 4th. The questions are following a theme each time - One QTR they were all related to our product "Service" - on time delivery, etc. The next time they were all related to IT/Website issues etc. This information is automatically calculated into graphical format for all of our associates to view on our intranet site daily - Working out very very well - Our auditor loves it!

We have a website that our customers regularly accesss to track their shipments, check their rates etc. Now when they log on they will see 1 question pop up. They will not see another one until the next time they log on. Each QTR we choose 8 to 10 questions to run the entire quarter. The next QTR a new batch is selected. Then on the 3rd QTR the same questions are used again so we end up with comparisons for 1st and 3rd and 2nd and 4th. The questions are following a theme each time - One QTR they were all related to our product "Service" - on time delivery, etc. The next time they were all related to IT/Website issues etc. This information is automatically calculated into graphical format for all of our associates to view on our intranet site daily - Working out very very well - Our auditor loves it!
Unique! Nice idea!

Thanks....The idea actually came about in a very weird way - I am a news addict and was on MSNBC or Fox website one day and noticed how they always had opinion polls up on their websites - thought it might work for this - struggled with how to compare results for a long time then came up with the idea of the QTR comparisons - ran it by the auditor and it worked.

We are actually getting some benefits I would not have thought of orginally. Unfortunately, some people in our organization are tasked with the "negative aspects" of our industry, and deal with only the negative all day - as a result, their perception of our company can become very negative - as we never do anything right - I have been using the results of the surveys to counteract their opinions and it is amazing how it changes their perception - so I guess this it has turned out to be "Value Added"!

Awesome idea, do you have a list of these questions that you could share? :)

Sure.....
Last QTR the questions were related to our Service with the exception of 1.

1. Does the fact that we are ISO Registered have any bearing on business awarded in the past, or business you will consider awarding in the future?

2. How would you rate us against other carriers?

3. Are you satisfied that we are flexible regarding your needs as a customer?

4. How would you rate the value of service provided?

5. How satisfield have you been with our reaction time to problems you may have encountered?

6. How would you rate the courtesy of our associates?

7. How satisfied are you that we provide quality service on a consistent basis.


This QTR we are asking website related questions such as:


How would you rate the overall website layout and design?
How would you rate the completeness of information?
How does our website compare to that of other carriers

etc etc.

As of right now the answer choices are things like

Below Average, Average, Above Average
Dissatisfied, Satisfied, Very Satisfied...

Going forward, one of my "continual improvement" projects is to drill this information down to even more. For instance. We have 19 facilities throughout the midwest, I want to be able to look at responses for certain areas, regions etc - Are our customers in one region more satisfied than another and if so why?

I received a Consumer response today and I just wanted to share real survey ratings/comments. I blurred/erased the Consumer name/address and other identifying names using Photoshop. This Consumer will receive a "Thank you" package since they supplied personal information. Some do not give us their personal info and we cannot "Thank" them personally.

No, not all are this ecstatic. My 2005 Consumer results show the distribution.

Enjoy! :)

Just an FYI: The real Consumer comments I posted are on the attachment
titled: "Satisfied-pg2". I noticed there are more views on pg1 than pg2.

I am going to come up with other data to share that may be more useful...:)
Okay - here we go. Some objectives for ISO 9001 - these are real numbers.
I started a new thread for ISO 9001 Objectives here: ISO 9001 Objectives Data for Benchmarking / Comparison (http://elsmar.com/Forums/showthread.php?t=19027)

There is updated data in the new thread.