Greetings:

I am interested in trying to ellict some advise on satisfying the "customer satisfaction" requirement for QS9000. I would appreciate hearing the advice and experiences of others.

Thank you very much!

I'd do a search here on the forum for customer satisfaction as I know there are some threads here. Or I think there are. Maybe I'm thinking of something else. Basically you can send out yearly questionaires. In addition, look at nonconformances shipped to the customer (a dis-satisfier). Things like that. Any nice letters from any customers telling how good your product is? Customer complaints is another thing you can get a metric out of.

If you stop and think, there are a lot of things you can look at to come up with an idea of how well your customers think you're serving them or how well they like your product.

I have been asked by our marketing Group to help them with developing a Customer Satisfaction Survey mailer. Just one method we would use to obtain Customer input. Something with a rating scale, like A=Excellent to D=you stink. Does anybody out there have something that this lazy QC person may use to assist them? On the flip side, I have asked them to provide a short procedure/plan citing the various means we employ to meet the "active" collection of such information. I'd be willing to share that when it's ready. If there's something you would care to send, please use the e-mail function in the Topic screen. "Save the light bulbs" Thanks in advance

energy

[This message has been edited by energy (edited 27 June 2001).]

Energy,
One is on the way.

ASD...

Thank you Dave and Al.

energy

I'm in the same situation as Energy, can you please send me a copy as well!?!
Thanks

------------------
New Guy

New Guy,

Just post an email address and you will get a copy.

ASD...

Sorry, try now!

I've been working on Customer Assessment surveys too... could you possibly send me a copy??

I'd very much like a copy of the customer satisfaction questionnaire, if that's possible. It's sounds like just what I've been looking for!

John

I would love to get my hands on one of your surveys....
As always, much a appreciated..
Regards
C.S.

:bigwave:

Here it is again,

These are the ones I sent to Energy, plus one.

(Hmm, might have to do this one at a time)

heeeeere comes another one:


Oh, the remainder are all located under the old FTP area, so anyone interested can find them there (now the free files area).

David,

I still have that attachment. It's in the grist mill with several other ones for Management to digest. Really, they do not have a clue. The references may as well been in Arabic. Oops, do I dare say that here?:eek: :smokin:

As always....much appreciated.....
C.Schmid
:bigwave:

Hey, do you want to have a look at the associated procedure/s?
(teasing)

Not sure if this helps but attached (1/2) are my thoughts about creating customer satisfaction forms.

Martin

Attached is the second example.

Best regards

Martin

Martin,

Thank you. I will use it as a reference for our Marketing personnel. If they like, I'll take the credit:biglaugh: :smokin:

Hello Al,
Can I get a copy too?
Thanks a lot,
Raffy
ffyra@hotmail.com

I think Al posted it above as an attachment to a post - you can download it from this thread. In fact, I think there are 3 or 4 surveys attached to posts in this thread.

Or am I missing something?

Reminds me of the old saying, "Send them to school and they eat the books".:biglaugh: :smokin:

I have appreciated the posted surveys but at this point it is still academic! Will the customer actually fill it out and return it ?

Some suggestions to achieve an improved response are:
1. Sales rep personally delivers the survey to the customer.
2. Use a web based survey form, providing confidentiality.

Are there other suggestions to make this an effective process?:bigwave:

Just to add some spice...I think customer surveys are a waste of time. You never get the responses that you need for any real conclusive evidence. And then on the other side of the coin, most businesses never survey the customers that they LOST! So where is the value?

Anyway, my company sent me to a course run by a reputable organisation in Australia about "Measuring customer satisfaction". Well, we spent four hours talking about surveys! What a waste.

So now you're thinking "how do I propose to measure customer satisfaction"? EASY;)

What I have done is identify five (yes FIVE!) KPI's that have been determined based on customer needs and expectations (internal and external) and also system performance. It really is quite involved but is very simple to apply.

The five KPI's show a measure of customer satisfaction based on us meeting their needs and expectations. The five measurements also directly reflect the measurement of our system processes. So basically these five KPI's adequately cover everything the Standard requires as far as Ojectives, Measurement, Analysis of Data, Improvement and measuring Customer Satisfaction goes. I don't think it gets any easier than this.:smokin:

Originally posted by Greg Mack
So now you're thinking "how do I propose to measure customer satisfaction"? EASY;)

What I have done is identify five (yes FIVE!) KPI's that have been determined based on customer needs and expectations (internal and external) and also system performance. It really is quite involved but is very simple to apply.

The five KPI's show a measure of customer satisfaction based on us meeting their needs and expectations. The five measurements also directly reflect the measurement of our system processes. So basically these five KPI's adequately cover everything the Standard requires as far as Ojectives, Measurement, Analysis of Data, Improvement and measuring Customer Satisfaction goes. I don't think it gets any easier than this.:smokin:

Okay Greg... I'm intrigued. I don't agree or disagree with what you've written (too early to determine whether this would work or not), but I'm curious about a few things... :)

What are the five KPI's you mentioned and who determined what they should be?
What measures to you use to determine your ability to meet customer needs and expectations?
Without a customer survey, who is saying you are actually meeting customer needs and expectations?

Like I said - I'm just curious.... :D

Cheers!!!

Greg, your comments certainly have added spice to this discussion!

Question - How do you know what an organisation believes is vital for their business source?

Answer - They measure it, they manage it, they set targets for it and (if they want to continue trading) they try to improve it.

Competitiveness and profitability need to be maximised in the long run by doing best what matters most for customers.

A customer satisfaction programme enables a company to; understand a customers perception of your organisation and whether your performance meets their expectations, identify priorities for improvement and rating these to obtain maximum benefits, set targets for improvement against a customer satisfaction index, benchmark your performance against other organisations and increase profits through improved customer loyaly and retention.

We are all customers. In day gone by a skilled craftsman was involed at all stages, he treated a customer on a personal basis nowadays this is not the case. By treating customers as people by assessing their requirements surely we are moving in the right direction?

Best regards

Martin Bailey:bigwave:

Hi Michael :bigwave:

There is an 8 step process I use to develop meaningful KPI's. This process can be applied to any business or department.

The first step is to identify your customers. This inlcudes internal, external and indirect. Indirect being shareholders, Senior Management, etc. These are placed into a 'customer map' which identifies how they fit into your business.

Secondly you need to identify the customer needs and expectations for each customer segment identified. This can be compiled using a brainstorming session with employees of the business and even some major clients if you like. (which I think would be a great idea to get your customers to actually assist you in defining your KPI's).

Thirdly, create a 'system map'. Place all of the major steps in your business onto a map so that we can identify and know all the relevant processes of our business.

Fourth step - define a related output measure (potential indicator) of your business for every customer expectation developed. This will help you identify a method of how you can measure that particular customer expectation. Usually you will find that many methods will double and triple up and can be used to measure many varied expectations.

Step five - Place on a matrix your customer expectations and your system processes. Identify the relationship between the expectations and systems by using a 'strong', 'moderate' or 'weak' rating (1, 0, -1). This will help you to indicate where your system addresses particular expectations.

Step six - Repeat step five only this time, identify the relationship between customer expectations and potential indicators. Place a top 5 (or 6, 7, 8, whatever) ranking against the highest scores. This will show the strongest relationship between expectations and output measures.

Step seven - you guessed it - now measure the relationship between potential indicators and your system processes. Again, rank the top 5 ( or 6, 7, 8, whatever). This will show the strongest relationship between indicators and processes.

Step eight - Analyse the two sets of rankings - define the highest rated scores that cover both system and expectations and there you have it. An easy(!), objective method of identifying MEANINGFUL indicators that not only cover your system, but more importantly cover customer expectations (internal/external/indirect)

Therefore, if the KPI's/objectives that are set are met, exceeded and continually improved, then we can objectively verify that we are measuring and addressing customer satisfaction. :D

This is obviously not the only method but I would certainly rather this method than worrying about customer surveys.

I hope this is clear enough.:ko:

Greg certainly has provided an in-depth view of a means to identify high risk / critical product & process characteristics.

Customer surveys are about getting the customer's perspective. Clean, honest and insightful.

Let's take the fire dept. They come to your house to put out a blaze. They have KPI's for response time, BA usage, HAZCOM (hazardous goods), set-up time, etc. They save everything but your toaster. Their performance against KPI's was outstanding.
Now we ask you, the customer, for feedback. You are incensed. They parked the fire truck on your prize roses and cracked the concrete in your driveway as well, broke your cat's leg when they kicked it to get out of the way, drank the beer in your fridge, left the toilet looking like an open sewer, and left cigarette butts in your sink.

Could the fire dept have improved their performance against KPIs - unlikely. Could the quality of the 'product' be improved - I'm thinking yes. Would you have known about the opportunity for improvement without customer feedback - No.

Customer surveys give you information you would otherwise have been blissfully unaware of.


Another example:
Company A inserts pamphlets inside a well know women's magazine made by Company B. Old Mrs X buys her weekly magazine and is annoyed to find the crossword puzzle page ruined because of glue used in the pamphlet. The same problem occurs to Mrs X 2 weeks later. Mrs X now buys another magazine made under a different media magnate and is very happy. Sales of Company B's magazine slump, the editor is fired and ultimately they stop producing the magazine because it has obviously lost its appeal with the public. Company B produces many other magazines, so they simply do some market research to come up with a new appealling magazine, or jazz up an existing product.

Company A is contracted to insert the pamphlets in the new magazine.

Company A's KPI performance continues to improve. The Quality Manager is promoted to be factory manager of a new operation in China.

Company B decides to do a customer survey as a part of a promotional exercise on how quality systems don't work. Mrs X decides to give them some feedback on her crossword woes.

On route to his new work location, the new Company A China factory manager is ushered by the airline staff to the cabin phone where he is advised by a work colleague that Company A has gone into voluntary receivership.

Hi David,

It would seem that the Fire Department would have known their customer expectations such as protecting cats and roses and not drinking beer if they had of followed my process.

Because the Fire Department KPI's that you describe are focussed on their system and not customer expectations. My process will ensure that BOTH are measured.

Now on to Company A - Mrs X must be a VERY POWERFUL consumer to cause the collapse of an empire!:eek:

Anyway, once again, if the customer expectations were assessed as part of the business KPI's (as described in my post :cool:) this would have been known and action could have been taken.

Mrs X could then manage to complete half her crossword puzzle before the fire department arrived, parked neatly in the driveway, grabbed the toaster, put out the fire, fed the cat, watered the roses and drank a beer at the request and thanks of Mrs X.

:smokin:

I like Greg's approach. I don't think it's unique - but that's because it appears logical and makes sense.

I also want to preface this by stating the assumption that we are talking about paper that a customer completes and returns to the company.

I'm going to take a minute to put things in perspective. Well, my perspective anyway.... Of course, we started out with two pages of "...please send me..." - most of which was just before the new software allowed for attachements. Then we got a bunch of attachments (Thanks to everyone who contributed!!!) and wallacemd asked - "...Yeah, but who reads them?..." Greg Mack then raised the ante with:

> Just to add some spice...I think customer surveys are a
> waste of time. You never get the responses that you need
> for any real conclusive evidence. And then on the other
> side of the coin, most businesses never survey the
> customers that they LOST! So where is the value?

I say: Customer surveys can be extremely valuable. Customer surveys can be totally useless.

I have an idea where energy is coming from - because the a**h*** is always here :p (and I hope you know I'm kidding but it's beyond my powers to be nice to certain radical conservative Republican in public) His is in a rather small business and, as I understand it, they process and sell water. Who are their customers and and what is the probability some will return a survey? It may be that a fair percentage of the niche group that purchases his company's product will do so. In fact, many may even appreciate the fact that the company cares enough to enquire about what they - the customer - thinks of their product.

Any time a company considers a customer survey they have many factors to consider. The above is one. Another is the packaging of the survey. Buy a TV and get (at least) 169265902124 gazillion papers in a plastic bag or five - one paper will be a survey. You'll probably only complete it if it is VERY evident that if you don't (and I see this from time to time) your warranty will be invalid.

None the less, statistically some people do respond to surveys. I don't care if it's 1% you can at least use that info for thought.

A last factor is how far you push your survey. We've already seen size and market segment are factors. Just how far are you willing to go for a response? I had dinner this evening with two folks from Eagle Registrations in Dayton, Ohio. I'm using their example (I'm not saying its good or bad) because it is an extreme example. They sent out surveys and then followed up on (some might even say badgered) each client. In part this was an effort to be listed in Quality Digest's 'Comparison of Registrars'. Look at the file 'Rating_the_Registrars.pdf' in the pdf_files directory, page 7 where it says:

> This year's overall high-ranking registrar, Eagle
> Registrations, is a small registrar that hadn't made it
> into past surveys because its response rate wasn't high
> enough to ensure statistical validity. To address that
> issue, this year Eagle sent a postcard to all of its
> clients encouraging them to participate. Some might claim
> that Eagle went to the top because the postcards
> positively biased the responses. This argument seemed to
> be a valid concern, so we examined the situation. While
> not definitive, consider a few points when looking at
> Eagle's results: Although high, the results are still
> within reason compared to its nearest competitor. Further,
> if Eagle's 21-client sample (about 10 percent of their
> client base) from last year was representative of all of
> their clients, they would have scored within the top five
> in all categories had they made it into the survey. Eagle,
> as with other registrars (e.g., QCB), used past survey
> results to fine-tune their processes and make advances in
> customer service as a result, so it isn't unreasonable to
> assume that these efforts would have propelled them to the
> top of the charts.

Eagle realized the value of inclusion of the listing in that the ASQ does yearly to their growth and pushed their survey to the limits. They had to have a certain number of responses to get them to the point of 'statistical validity' to even get on the survey.

This is not an advertisement for Eagle (well, they did buy me quite a nice dinner - so I better admit that bias... Oh - I see I did above. Well, anyway...) - it is to point out that surveys are a part of any business yet there are a lot of variables. I'm not even sure I agree with the 'push' factor as it relates to validity - I think that's part of doing some surveys. Their validity is in their design and how information gained is both understood in context and used. In my own life there are some customer surveys I complete and mail in and many (probably most) I don't. I can't even always explain why. Maybe sometimes I'm more busy - or having a "I'm a mean a** day" and throw it away. Maybe it's a TV and I'm afraid if I don't the boogy many will get me (cost factor - failure within warranty not covered).

The most extreme case I have seen (but we're getting away from paper here) - in several small companies - was where their client list was small enought that at least once a month a company rep visited the customer, spoke with the folks and completed a satisfaction report for the company owner.

The bottom line - to me - is that customer surveys are not useless if properly designed and understood within the context of of the variables involved. In addition, your expectations of their value should be considered in advance.

This is a survey I hand out after training. http://Elsmar.com/gif/eval4.gif (this one and others are, of course, available to 'Premium' members in Excel)

I don't MAKE them return it to me, but I make a big deal about the importance of their feedback to me personally and finish the course by saying "When you complete the evaluation form and return it to me, you may leave." I almost always get them back. Actually, I do one each day for multiple day courses and one final one the last day (an over all evaluation of the course).

Customer surveys are only one of many feedback tools. Use them - but use them wisely. I personally don't like them per se, but they're not useless IMHO.

Originally posted by Marc

I have an idea where energy is coming from - because the a**h*** is always here :p (and I hope you know I'm kidding but it's beyond my powers to be nice to certain radical conservative Republican in public) His is in a rather small business and, as I understand it, they process and sell water. None the less, statistically some people do respond to surveys. I don't care if it's 1% you can at least use that info for thought.Marc,

Just a correction to your excellent post. We make and sell Water Treatment Systems and equipment. Not water. We aren't Poland Springs. We make water better than that. Pharmaceutical grade and lower. Visit our site, members and guests, and you see the beautiful stuff we make and sell. Maybe, your company needs water purification equipment and I can take YOU out to dinner. Most companies have wastewater issues. As for the surveys, I agree with you. If I get 1% or 10%, it's a start in measuring Customer Satisfaction. It has to be user friendly. We recently hired a marketing consultant to do some research in the New York city area. He was trying to find out what kind of "Office" water treatment equipment that companies may be interested in. We offered $100.00 for an hour or less of time to talk to the CEO's. Guess how many took him up on the offer? NONE! So, what are the chances that these types of companies would ever fill out a survey, unless they were dissatisfied with our product?
Thankfully, I have quite an assortment of surveys to choose from. Mainly from the members and others who were willing to share them. "Let Freedom Ring":biglaugh: :smokin:

I stand corrected. You make equipment to purify water. No - I don't need one. I picked up a habit in college of using distilled water from the lab to drink and cook with. I was way out in the boondocks of MO and the little house I lived in had really bad well water so I 'borrowed' lab grade DI water 10 gallons at a time. I liked the way coffee, tea and other stuff tasted and ever since I have bought distilled water (not 'spring' water) to drink and cook with (even though my current house has 'city' water). I do have a 28,000 gallon cistern, but who would want to drink rain water these days??? And I did put in a sediment filter and whole house water softener when I bought this place - 'cause my dad convinced me years ago they made sense. I forget exactly why but I think it was to cut down on soap scum in tubs and stuff. They don't purify water as far as I undrrstand it - it's just an ion exchange system. :p

But - now that I think of it.... This may be a good thing! Do you make reverse osmosis systems? I hear they make sense. You ought to send me one to 'test' or just because you get so much good information here for free! Call it a donation! You know my address! :smokin:

Marc,

We do sell under the sink RO Systems. They run about $250 to $300 if you install it yourself. Our customers are usually installers (plumbers) that can charge as much as $900 to $1100 with the markup and labor. I may be able to send you a prototype for testing. But, you must be prompt with the "Customer Survey".:biglaugh: :smokin:

The ION Exchange system removes organics and some metals!

Originally posted by Greg Mack
Hi Michael :bigwave:

There is an 8 step process I use to develop meaningful KPI's. This process can be applied to any business or department.


Thanks Greg... I appreciate the information. Sounds like a modification of QFD. I am a strong proponent of QFD - I think it is a great tool to use and has benefits that go beyond the simple "how are we doing" information typically sought. :smokin:

Cheers!!

In all honesty, I'm satisfied with what I have. If I went any course, I'd buy a home distiller. I do remember investigating RO systems from SpectraPure (as I remember) and they ran from about US$100 to US$400 at the 'size' I was looking at. That's what I was looking at - under the sink types.

This discussion does bring back memories of Sanibel Island when I was a kid in the 1950's. Sulpher water wells - before the causeway when they also ran a 'city water' main to the island (I think that was in 1964). Bathing in yellow smelly water was weird. Of course, everyone on the island had to buy those big bottles (what - 5 gallons or something?) of drinking and cooking water. I was afraid of them after I saw one guy unloading a holding stand pulling the bottle onto his arm and it broke slicing his whole arm down to the bone. I think they're all plastic now days. Those were the days!

Hey ,

Where does it say anything about customer surveys?? or procedures??

Anybody ever seen the return rate on surveys?

Anyone ever seen a survey that was of any value??

Get original

There is nothing wrong with sending out your sales reps/managers/executive to talk to your customers and get their feedback.

This information can then be discussed to determine how you customer perceive they are satisfied.

The intent here was to talk to your customers - not send out surveys.

Develop business measurements that align with your customer requirements and report those to your customer proactively if you want to increase customer satisfaction.

> Where does it say anything about customer surveys?? or
> procedures??

Well, there are 6 documented procedures required... I think we all understand Customer Surveys are an option, not a requirement.

> Anybody ever seen the return rate on surveys?

Yes.

> Anyone ever seen a survey that was of any value??

Yes.

> Get original

I agree.

> There is nothing wrong with sending out your sales
> reps/managers/executive to talk to your customers and get
> their feedback.

I agree. Said so in my earlier post. I have many clients who do just that. In many companies - especially larger ones - this is the function of Sales and Marketiing. A QA Manager or such would be nice but that's not always the case with the exception of the note following line item c) in 5.5.2.

> This information can then be discussed to determine how
> you customer perceive they are satisfied.

Darn, tootin'! Perceive is the Key Word.

> The intent here was to talk to your customers - not send
> out surveys.

I don't agree that was the intent. I believe the 'intent' was far broader than a survey or getting someone to go and talk with your customers. Give a specific clause / para # to discuss further.

> Develop business measurements that align with your
> customer requirements and report those to your customer
> proactively if you want to increase customer satisfaction.

That definitely is one of many options to increase 'customer satisfaction'.

So I guess it's fair to say that, as we all know (and agree?), there are many and varied ways to measure customer satisfaction.

Surveys, Customer needs and expectations, KPI's, Face-to-Face meetings, letters of thanks, repeat business, regular phone calls to the clients, etc, etc.

I imagine that we could debate all year about the pros and cons of surveys.

This post doesn't mean that much except to say that I really enjoy the discussions and debates that go on in here and that the Cove is a great place to share many thoughts and views about Management Systems.

:bigwave:

Originally posted by John The Auditor
Anybody ever seen the return rate on surveys?
Anyone ever seen a survey that was of any value??
Get original

Ah, the cosmic genius of the disgruntled auditor.

I did a stint with an ambulance service (EMS) during which time I created and implemented a patient survey program.
Each month a block of 200 patients were surveyed (unless we knew they'd died!) using 2 different surveys developed in-house (by me). One was for jobs where clinical services were delivered, the other where the job was only transporting patients without treatment.

The return rate every month was >40%.

Value? Amongst the numerous things we learnt as a result of patient surveys was that paramedics followed the clinical protocol for a good ol' fashioned heart attack too closely. Result, the protocol was changed so that the 2 main drugs used in treatment where not used separately (at least 10 minutes apart in order to determine the outcome of the first drug before administering the second) but used together to maximise the benefit, and reduce patient anxiety, as well as pain, immediately.

Get Original.
I think it was. I researched all over the globe in developing and refining the surveys.
Each survey form appeared innocuous and without traceability. Actually each one had a small code number traceable to the actual patient care record generated by the paramedic. This provided us with the ability to cross-check responses and investigate any case in detail.

Did the standard require it? Who cares.

Not everyone shoots for the minimum. Some actually want to improve their business, and will explore many avenues to do that (as Greg stated - when he snuck in with his comments while I was writing this).

Hey, it's late Friday afternoon here - time for a beer - no survey required.:ko:

Just remember - We're all crazy here and the best 'critter' recipes are in http://Elsmar.com/Forums/showthread.php?t=3604 towards the end.

Welcome to the Cove! :bigwave:

Thank you Al !

Originally posted by Marc
Looks like energy is in a business which will continue to expand. Buy their stock? The problem is there are a lot of water treatment companies out there and they gobble up the small ones. We were a major competitor for a very large water treatment company. In one of those dark rooms a deal was made to sell us off to them. Everybody got rich and we were closed down to fend for ourselves. Well, we are all back together again trying to develop a new name in the water treatment business. You can bet that if we succeed, it may happen again. Who knows what evil lurks in the minds of wealthy men? We were a private company then and we are a private company now:rolleyes: Just give me a few more years and I won't really give a sh-t!:biglaugh: :smokin:

I could benefit from a little discussion on customer satisfaction surveys. We're getting ourselves all worked up here about measuring customer satisfaction. We will probably go the route of surveys, but here's the problem as stated by our Sales & Marketing group.

You can't survey just one person in a company because they may only be involved in one aspect of the process. Purchasing may not have even been involved in the quoting process. The technical guys involved in installation don't know anything about the capability of the systems and the end users only know the day-to-day operation of the system. Our Sales & Marketing group think multiple surveys emailed to multiple people within the customers organization is the answer. Even with that they think the response rate would be too low to provide reliable information.

I suggested a follow-up phone call where we complete the survey. We could have one survey with multiple parts depending on whether we were questioning our service as it relates to training, system capability or delivery, etc.

We're not bogged down yet, but we're moving slow on this one.
Any suggestions from folks who have used multiple surveys?

Thanks,
Hank Fowler
:confused:

My company doesn't use multiple surveys, but we ARE going to. (sorry for yelling but don't know how to bold).

We use a customer evaluation form at the end of each job that the boat foreman completes. That works fine for telling us what he thought of how our crew performed, but he's not the one who contracted our services and who's opinion is going to matter to us next time that company wants a job done. So we're going to add a way to get feedback from the big dogs, and also from the purchasing department.

As the Standard points out, customer satisfaction is all about the client's perception of how well we met his requirements, not about whether we can demonstrate to ourselves that we met the requirements that he communicated to us on the front end. There is just no way around communicating with the client after the completion of a job to get this perception!

Greg's KPI's sound great as an internal measure for a company, but unless I misunderstand (which is quite possible), it sounded like there was no communication with the customer. Since the measurement has to be of the customer's perception, where do you get that information?

Surveys suck and are full of bogus results that you have to screen for. But at least they provide this mechanism of communication.

What's a KPI?
:confused:

Hmmm.

Key Performance Indicator


Not to be confused with KRA, KER, KRI, KIG, CPK, ETC.........

Not joking!

I just never used the acronym.

Thanks,
Hank Fowler
:)

Along with Surveys, yet to be determined, our intent is to develop some "survey" questions (4 to 5) to provide our Inside Sales personnel to ask the Customer when they phone in an order. It can also be used by a "Tele-marketer" person working off our existing Customer base. Occasionally, we contract these people who just spend two or three weeks on the phone calling different states trying to make our presence known in our industry.
These same questions can also be asked by our Outside Sales personnel when they visit existing customers. They will be multiple choice so that we can measure the responses. Also, (we think) it will help with meeting some the requirements for Customer Communication and Feedback, as well as "Actively" pursuing Customer Feedback. JMHO:smokin:

Also see: http://Elsmar.com/Forums/showthread.php?t=4189
and
http://Elsmar.com/Forums/showthread.php?t=3596

:bigwave:
Hi

I downloaded again it today. :cool:

Thanks Al and Martin.

Raffy :)

We are currently starting to establish our CSM process, I would definitely use some help in determining which stat method we could use in getting the appropriate sampling size if we have over 300 clients/ month that we give a freight forwarding service to and when do you think we can ideally send out the questionnaire?

Would appreciate a sample copy of the survey form, please?

Thanks,

Karis


:confused:

Originally posted by karis
Would appreciate a sample copy of the survey form, please?If you take a few minutes and read through the posts in this thread you will find there are a number of forms in posts as attachments which you can download directly.

For some thoughts on stat methods, http://www.hanford.gov/safety/vpp/survey.htm may help.