I have created a new Customer Concern trend "database" that may be useful to someone. We are going to start entering data as it comes in through our Customer Service Reps (CSR's). Our registrar commented that we should take an additional step and trend our data electronically. I hope this Excel spreadsheet works for us.....feel free to comment or copy, etc. :)

It is self explanantory on how to use. The data is automatically charted on the 2nd tab sheet.

Thanks for sharing!

So far, our Sales Dept has recorded 5 entries for "MFG: Missing Kit / Intsr" and 1 entry for "DC: Ship Location". :bonk: I hadn't expected the Missing Kit entry to jump out in the lead! :mg: This is going to be a good trend database....hopefully we'll learn something from it! I made sure that all key personnel have the link to this live trend database on our server so that they can view it and take necessary actions in their areas.
Everyone should borrow my sample database from the first post and make it your own. It is so simple and easy to use. If you dare, share your entries as well.

Just a thought, but why not make it a Customer Feedback database instead of just concerns? Highlight the positive trends, too! Let people know they're doing a great job!

Just a thought, but why not make it a Customer Feedback database instead of just concerns? Highlight the positive trends, too! Let people know they're doing a great job!

I have that too! I capture it on "Account" Surveys, which are sent out bi-annually. Though, I have not posted that data. I also capture our "OEM's" feedback. All Consumer, OEM, and Accounts have been extremely consistent (positive) for the past 8 years. Thanks for the suggestion.

Hi Lee, :thanx:
Thank you very much for sharing your Customer Concern trend "database" .
Best regards,
Raffy :cool:

Hi Lee, :thanx:
Thank you very much for sharing your Customer Concern trend "database" .
Best regards,
Raffy :cool:

Hey, no problem. If I can share anymore, I will certainly try to do so. Is there anything you are benchmarking? I am always up for new ideas. :)

Is it even possible for The Cove or someone in the Cove to create some type of standard benchmark "something" that any Cove member could implement and collect data? I wonder? :confused: If so, we could all input and compare on the same standard "benchmark" - just think of all the data we could share.

It would have to be something that is pretty universal though. Let's have it Covers....start brainstorming! :read:

I hope this Excel spreadsheet works for us.....:)
Update: my new sysytem to capture Customer complaints/concerns: Well, it has proved very useful. I have issued a corrective action to one of our sites. It seems that the category for missing parts in kits is a bigger problem that we knew of. :( My registrar will be ecstatic :) when he comes back to check on this data - and he will - he never forgets anything. :(

Update on the progress of my Customer Concerns database: The number 1 trend is Missing Kit/Instr. Only a couple of repetitive missing kits per product so I issued a CAR against those specifically.

But, the thing that sticks out now is that the new trend is not on the charts it is in the Customer Name field! It seems that it is 90% the same Customer (different locations - huge distributor). It just seems odd. Too odd. We're beginning to think that the Customer(distributor) is cannibalizing our product by removing the kit/instructions and handing them out to the End-User, then calling us to request a new kit. They claim the kit is missing from the product.

I was really excited about this new Customer Concern/Complaint database but now I'm not sure that what is being reported is actually real info. Ugh. :( This whole thing was the registar's suggestion too! They said we needed to capture the Customers verbal feedback and trend it for improvement ideas.

Does anyone else think this is not real/valid/useful data?

I know this is an old thread, but we have had similar incidents. I'm positive that everyone here knows the famous words (the customer is always right). We had customers complaining even after containment was in place and corrective action functioning effectively on our end. We knew everything on our end was per customers instructions and specifications. Quality department basically walked the next three shipments through our processes (including packaging and loading of the truck) and brought one of our famous tools with us at each stage in the process to take digital pictures. We didn't stop there. We also had our driver take digital pictures at arrival. Needless to say, visual aids come in handy at all stages of a process. Another thing you could add to the process is for the receiver and driver sign and date that all product and material was received. Thank-you!

why do not you use the same G8D format as Database. (In access or ASP)?? and if you click report issue a report to your Customer fullfilled

and other sheet to make the paretos by field.

The Customer complaint use to be Symthom of the problem (Not the problem, not the root cause) and by this the Customer is always right,

Other point is that the customer call, sometimes is the edge of the iceberg, they call when they are really up-set, sometimes all the potencial claims are not issued, due to the cost of tracking or the people involved of them.

So when the Customer is claiming, something is not going well (May be a hidden charasterist of our product or a Customer requirement is not being taking into account QFD. Quality Funtional Deployment)

I'm glad this thread has been reactivated. It's helped me get started on customer satisaction analysis.

Thanks for sharing the spreadsheet!

I'm glad this thread has been reactivated. It's helped me get started on customer satisaction analysis.

Thanks for sharing the spreadsheet!

Well, I am glad also that it is getting more attention because I too want to change my method of obtaining Customer Satisfaction data and I am hoping for more feedback / success stories or examples.

I am looking for a way to track positive feedback for vendors and employees. I don't want to use the corrective action databases we use; I want it to appear more positive and use different fields. We have sites all over the US and Canada so it has to be web based. Does anyone have an example of what they use and what they do with the data?

Interesting...

To hear the voice of the Customer...

To be ironic:
There is an statement in Automotion with states: The best Supplier is the one who you do not know him.

Thanks for sharing the form.

Comment:

When we implement a form, we have to publish a procedure or work instruction to document the process of gathering "positive" or "negative" feedback from clients. Negative feedback requires an "action" to be taken by a responsible manager to clear the "issue". All of these documents have to be stored electronically with controls attached. How do you accomplish this?

Thanks for sharing the form.

Comment:

When we implement a form, we have to publish a procedure or work instruction to document the process of gathering "positive" or "negative" feedback from clients. Negative feedback requires an "action" to be taken by a responsible manager to clear the "issue". All of these documents have to be stored electronically with controls attached. How do you accomplish this?

Is this q for me? Ummm, we address the "negatives" informally and it is typically not documented other than a note that the issue was handed off to the appropriate dept. - follow up on that is merely a question "did you call or take care of it?" and I note the verbal in my database as a comment. Forms do not require a procedure or WI to be written - just an FYI.