Elsmar Cove Forums Index - Simple Customer Satisfaction Tool

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Simple Customer Satisfaction Tool
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Posted by: qualitygoddess

This is my first time to post to articles forum. My background includes 10 years as a process engineer, 10 years in quality managment (and now some consulting work, too). Industries: chemicals, paints and coatings, electronics, flexible packaging, software.

I work a lot with small companies (less than 150 employees). I have found that many of these companies want to be compliant or registered to ISO 9001, but develop processes that are more complicated than what they need to be. This simple tool described in the article is one I have used successfully when addressing the requirements in ANSI/ISO/ASQ Q9001-2000 clause 8.2.1

QG
aka -- Jodi

Posted by: Caster

Quote:

Originally Posted by qualitygoddess

.........small compqnies.......have found that many of these companies want to be compliant or registered to ISO 9001, but develop processes that are more complicated than what they need to be. This simple tool described in the article is one I have used successfully when addressing the requirements in ANSI/ISO/ASQ Q9001-2000 clause 8.2.1

Jodi

I like this a whole lot. Keep it simple and easy for the small companies.

I believe it would work as well for big companies.

In my experience, customers hate the "survey" and either ignore it or delegate it to someone who cares little about it.

Your approach to add a little to an already existing customer contact is more lilkely to add value.

We did something very similar. Every time anyone had a customer contact, they completed a little survey. We allowed "gut checks" as well as formal questions. If they felt the customer was unhappy <even a vague ill defined feeling> it was entered.

It was amazing how accurate this informal method was. We found that many small pieces of information gave a much clearer picture than our "once a year ISO requirement mail out survey"

Also, since every contact yields information you cut wider across the company organization than just a survey completed by one department. When we got feedback from accounting, sales, engineering, receiving, CEO, security guard,etc. it was quite an eye opener.

We just added something like your checklist to our contact manager software.

I often thought this could be a good software product to sell...wanna start a company?

Posted by: Mike S.

Jodi,

I like your idea for keeping it simple and agree that some companies make it too complicated, and that surveys are iffy propositions as far as effectiveness in many (not all) cases.

Your method would certainly work for many companies. In some cases I would say even your method is too complicated, and that notes taken by the salespeople during contacts with customers could serve to meet the requirements of 8.2.1, especially after some training and idea generation done with the sales group.

Posted by: ccochran

Jodi,

Nice work! Your article and tool are very practical. I'm sure many people will be able to benefit from them.

Craig