The "Perfect Order" as a Customer Satisfaction Measurement

[Carol I]

Hello,
Hopefully I've chosen the correct forum, since this does relate to customer complaints. In our never ending effort to come up with new ways to track customer satisfaction, we have attempted to track "perfect orders". This measurement starts at 100% "perfect", and then subtracts every error that may occur during order fulfillment, from order entry through final invoicing of the customer. Any problem experienced internally that affects the customer negatively, or problem that is brought to our attention by the customer, is recorded against that order. We're hoping this will help us get a better understanding of problems during the life of an order, rather than just tracking customer complaints after the fact. I wanted to see if anyone was using a similar measurement, and if you found it helpful.

thanks!

[Ted Schmitt]

Originally Posted by Carol I

Hello,
Hopefully I've chosen the correct forum, since this does relate to customer complaints. In our never ending effort to come up with new ways to track customer satisfaction, we have attempted to track "perfect orders". This measurement starts at 100% "perfect", and then subtracts every error that may occur during order fulfillment, from order entry through final invoicing of the customer. Any problem experienced internally that affects the customer negatively, or problem that is brought to our attention by the customer, is recorded against that order. We're hoping this will help us get a better understanding of problems during the life of an order, rather than just tracking customer complaints after the fact. I wanted to see if anyone was using a similar measurement, and if you found it helpful.

thanks!

Welcome to the Cove Carol !!

I think it´s an interesting approach to measure satisfaction, but along with that, you are also measuring your internal processes as well (8.2.3). As you described in your method, I understand and see that all your processes from your QMS are going to be under scrutiny

[Ted Schmitt]

Are you going to "weigh" the problems that occur? Bigger problems subtract more points and smaller problems subtract less? Or is everything going to be minus X points from 100 across the board ?

[Carol I]

We are just starting with this concept, but that's an excellent point. Right now, our measurement is pretty binary in that the order is either perfect or not. Any problem along the way, minor or severe, causes the order to be not perfect. If we weighted the measurement it would give us a more accurate way of looking at the severity of our issues.

Thanks.

[Jim Wynne]

Originally Posted by Carol I

We are just starting with this concept, but that's an excellent point. Right now, our measurement is pretty binary in that the order is either perfect or not. Any problem along the way, minor or severe, causes the order to be not perfect. If we weighted the measurement it would give us a more accurate way of looking at the severity of our issues.

Thanks.

Any weighting you might do is likely to be arbitrary and misleading unless you know something about financial impact. I think the idea is good, but until you have data that would support assigning point values you should stick with a binary approach. This doesn't mean that repetitive or obviously costly issues shouldn't be given precedence, however.

[Carol I]

We track costs due to complaints, nonconforming product, lost opportunities, etc. separately. tracking imperfect orders along with their costs might be redundant but the percentage of perfect orders over time would probably still be useful. If not, the search will be on for a new measurement . . .

[Stijloor]

Originally Posted by Carol I

<snip>I wanted to see if anyone was using a similar measurement, and if you found it helpful.

thanks!

Hi Carol,

Have you found the information that you were looking for? If not, please feel free to post again!

Stijloor, Forum Moderator.

[Carol I]

Yes, i did, thanks to all for the input.