How do you measure customer satisfaction. Are you using a memo or a survey? How do you make sure it has value and can be calculated for the purposes of measuring it?? I am having a very difficult time with this. I am about at the end of my rope with this entire concept because I can not get ANYONE to agree with how to measure it, let alone how to make sure we are meeting the objective (don't even get me started on that).

We are scheduled for a certification audit at the end of September, and are currently trying to complete the customer satisfaction requirement, as well as, the quality objectives.

Someone PLEASE help!!!:frust:

We also use surveys, but IMO, that is pretty weak, as not all of your customers will return them.

Besides the surveys, we receive scorecards from our customer (2 out of 10, but our biggest customer is one of the 2). Our auditors ask for this scorecard during EACH audit, they are familiar with our customer and that is how they rate our customer satisfaction with them.

If you don't receive any scorecards, not sure how else you can show satisfaction other than the obvious like: PPM's, late shipments, new business, etc..

Teri makes a couple of very good points. What is your customer base? OEM? Consumer?

Our customer is the U.S. Government (end user) and the people who pay us (Prime contractors). There is only a total of 3 customers, one end user and two prime contractors.


Teri makes a couple of very good points. What is your customer base? OEM? Consumer?

How do you measure customer satisfaction. Are you using a memo or a survey? How do you make sure it has value and can be calculated for the purposes of measuring it?? I am having a very difficult time with this. I am about at the end of my rope with this entire concept because I can not get ANYONE to agree with how to measure it, let alone how to make sure we are meeting the objective (don't even get me started on that).

We are scheduled for a certification audit at the end of September, and are currently trying to complete the customer satisfaction requirement, as well as, the quality objectives.

Someone PLEASE help!!!:frust:

A couple of additional suggestions would be cold-calling (using a script with questions similar to those that would be on the survey) and an online feedback survey.

Customer Satisfaction surveys are very common - you could refer to multiple posts on this subject by using the SEARCH Button.

Customer Satisfaction (http://Elsmar.com/Forums/search.php?do=process&titleonly=1&query=customer+satisfaction)

and

Customer Satisfaction Surveys (http://elsmar.com/Forums/fileslist.php?mode=docs&sortby=filename&pageamt=2&criteria=customer+satisfaction)