S
Scania22 - 2011
re: Customer Satisfaction Reporting
I am in the process of developing some form of customer satisfaction metric reporting to upper management. We have decent input processes place:
- an annual customer satisfaction survey
- a web based customer feedback database
- a product service database tracking customer technical calls
- detailed technical trip reports from our field service and field training
My concern is how to best format the reporting of this information. Raw data points don't seem appropriate (alot of variation), percentages are difficult because what do you base your ratio on, and so on ..
Any input or advice; or does anyone have any Customer Satisfaction Reports they would be willing to share? I am interested in how others are handling these issues. Just the formatting - don't need actual numbers.
Thanks in advance!
I am in the process of developing some form of customer satisfaction metric reporting to upper management. We have decent input processes place:
- an annual customer satisfaction survey
- a web based customer feedback database
- a product service database tracking customer technical calls
- detailed technical trip reports from our field service and field training
My concern is how to best format the reporting of this information. Raw data points don't seem appropriate (alot of variation), percentages are difficult because what do you base your ratio on, and so on ..
Any input or advice; or does anyone have any Customer Satisfaction Reports they would be willing to share? I am interested in how others are handling these issues. Just the formatting - don't need actual numbers.
Thanks in advance!