Customer Satisfaction: Perception

[VickiC]

What are some examples of ways that your companies, or you have observed, evaluate customer satisfaction and their PERCEPTION! I am certain the ol' customer questionnaire is not going to be the only method for effectively monitoring this topic!

[VickiC]

Thanks so much for that link! Many great ideas and absolutely I will honor copyright regulations!

[Brad Serangeli]

Same as VickiC Great ideas. Now I just need to get my top managment off their behinds!

The way most companies do it is to utilize some form of feedback tool, such as surveys etc.

While this does provide you with some information, typically many customers will not take the time to fill out lengthy questionaires thus limiting the input you need to focus on reasonable areas for improvement.

At Honeywell, we take a very proactive approach by looking at the things that customers typically do not like and try to influence those things positively.

Examples of things the customer doesn't like. (in our business)

Cost Overruns
Schedule Slips
Requests for Design Changes
MRB Submittals
Field Failures
Low Customer Acceptance Yields
Ineffective Corrective Actions
Writing Customer Complaints

These type of things vary with the particular industry. The point is that every company knows what makes their customers unhappy.

Make a list of these items, determine Process Ownership responsibilities for these undesireable issues, measure them and work them down.

When these issues are driven down to negledgible or non-existant levels you will see a noticable change in customer satisfaction levels. It is also appropriate to communicate some of these improvement projects with the customer so they know our objectives are to satisfy or delight them.

Hope this helps.

Bob Bonville

[ktlasers]

Originally Posted by VickiC

Thanks so much for that link! Many great ideas and absolutely I will honor copyright regulations!

Did the post with the link get deleted?

[harry]

Originally Posted by ktlasers

Did the post with the link get deleted?

Many links do not work because they were changed or were moved over time and they will be deleted. It's a five year old thread and I doubt any old timers can remember! Sorry about that.

[Jim Wynne]

Originally Posted by ktlasers

Did the post with the link get deleted?

It apparently did. The OP was 5 years ago, and the link might have gone dead, or there might have been something going on with regard to copyright issues.