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This thread is carried over and continued in the Current Elsmar Cove Forums |
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This thread is carried over and continued in the Current Elsmar Cove Forums |
The New Elsmar Cove Forums
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 The New Elsmar Cove Forums
 Miscellaneous Quality Topics
 Customer Satisfaction
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| Author | Topic: Customer Satisfaction |
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Gladys Lurker (<10 Posts) Posts: 4 |
posted 25 August 2000 12:05 PM
  
We initially established our QS9000 system with a customer satisfaction survey. We received very poor results and have discontinued the survey. Does anyone have a good system for determining customer satisfaction? Please give us ideas. IP: Logged |
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Jim Biz Forum Wizard Posts: 275 |
posted 25 August 2000 12:43 PM
"poor results" ?? as in customers won't return the survey ... or as in - the information they supplied was unfavorable? Possibly - analyize your customer complaint/product return records ... set a base goal from the history and view "satisfaction" from that viewpoint? Regards IP: Logged |
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Gladys Lurker (<10 Posts) Posts: 4 |
posted 25 August 2000 01:40 PM
Thank You - That deserves clarification. We received less than 10% back. That is a thought and we currently review those to items in Management Review anyway. IP: Logged |
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Bryan unregistered |
posted 25 August 2000 04:20 PM
Gladys, Have you thought about having your customer service dept/reps do a telephone survey? We found most customers were willing to answer a few questions over the phone and this seemed to work for us, as long as you keep the survey short. Bryan IP: Logged |
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Rick Goodson unregistered |
posted 25 August 2000 04:23 PM
A response of 10% for a mail survey is not abnormal. Most mail survey response rates vary between 2% and 12%. Professional survey organizations experience 35% to 65% response rates on a mail survey IP: Logged |
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Al Dyer Forum Wizard Posts: 622 |
posted 12 October 2000 04:15 PM
We went the survey route with the same results. We have now developed a form called a Customer Follow-Up Sheet. Whenever we visit a customer or they visit us we complete the form. The form has a scoring section (1-5) and a section for required actions resulting from the completion of the form. The scores from the form are calulated monthly and reported to management as a key measurable. This method was well received by our auditors abd has been in place for more that 2 years. Give me a yell if you want a sample. ASD... ullysses3@excite.com IP: Logged |
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Jim Evans Forum Contributor Posts: 45 |
posted 13 October 2000 08:44 AM
We had similar results when we first started using surveys but have had better results since changing to this format for our surveys. In the cover letter for the survey I let the customer know that our sales rep will be in to see them and pick up the survey in about a week to ten days. The sales reps do make the personal calls and pick up my surveys at the same time. It does take some coordination with the sales people (knowing who they will be seeing and when) but it seems to work fairly well. We have had only three of the sixteen surveys not returned since switching to this system. Not perfect but better than the ten percent or less were getting before. Jim Evans IP: Logged |
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Andy Bassett Forum Contributor Posts: 274 |
posted 13 October 2000 08:54 AM
Try offering a simple prize ie tickets for the theatre or so if people reply. Regards ------------------ IP: Logged |
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Gladys Lurker (<10 Posts) Posts: 4 |
posted 13 October 2000 08:55 AM
Thank You very much for the idea of coordinating that with visits. We frequently visit and are visited by our customers and that may be a good approach. Now to sell the Sales group on it. [This message has been edited by Gladys (edited 13 October 2000).] IP: Logged |
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Marc Smith Cheech Wizard Posts: 4119 |
posted 06 February 2001 11:38 AM
Also see http://Elsmar.com/ubb/Forum15/HTML/000153.html IP: Logged |
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ag unregistered |
posted 20 February 2001 03:13 PM
quote:
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Al Dyer Forum Wizard Posts: 622 |
posted 20 February 2001 03:50 PM
AG, I'd be glad to, what's your e-mail address? ASD... IP: Logged |
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Marc Smith Cheech Wizard Posts: 4119 |
posted 20 February 2001 04:03 PM
I was watching CNBC earlier. U of Michigan puts out a Customer Satisfaction Index for the US (they call it the ASCI Index - Tracking Satisfaction). It's at about 73, down just a bit from last year. IP: Logged |
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