Customer Satisfaction Measurement When You Have Only 1 Customer

A

AndreaG

My company is in the process of attaining AS9100 certification. We are an inhouse supplier to our customer therefore we have one customer and one customer only. Our customer is requiring us to be AS9100 certified.

I have been trying to figure out how to measure customer satisfaction when you have a single customer. I have a customer acceptance rate metric which is # of pieces rejected/returned for rework (our defect) vs # of pieces delivered. I am capturing the data to look for trends and improvement projects.

Yearly there is a supplier review that the customer initiates. I have a copy of the powerpoint presentation they gave and supposively actions were assigned at the meeting yet they have not followed through in distributing the action log or meeting notes.

Anybody have any ideas how to measure customer satisfaction in this situation?
 
R

Reg Morrison

I think you are on the right track, but don't forget that data is only part of the requirement. The AS9100 specific requirements mention
Information to be monitored and used for the evaluation of customer satisfaction shall include, but is not limited to, product conformity, on-time delivery performance, customer complaints and corrective action requests. Organizations shall develop and implement plans for customer satisfaction improvement that address deficiencies identified by these evaluations, and assess the effectiveness of the results.

The standard also talks about the CUSTOMER PERCEPTION of your ability to satisfy them. In addition to capturing data, I would try to have an annual meeting with the proper customer point of contact and capture their feedback (objective and subjective) from this meeting and use that as a record of a "customer survey", in addition to the data you can collect.

Having only one customer is a blessing, for this aspect of the standard.
 

somashekar

Leader
Admin
You need not force yourself to go the variable way for customer satisfaction. Remember that you can also use attributes.
Both these are information, which can be monitored.
 

Mikishots

Trusted Information Resource
My company is in the process of attaining AS9100 certification. We are an inhouse supplier to our customer therefore we have one customer and one customer only. Our customer is requiring us to be AS9100 certified.

I have been trying to figure out how to measure customer satisfaction when you have a single customer. I have a customer acceptance rate metric which is # of pieces rejected/returned for rework (our defect) vs # of pieces delivered. I am capturing the data to look for trends and improvement projects.

Yearly there is a supplier review that the customer initiates. I have a copy of the powerpoint presentation they gave and supposively actions were assigned at the meeting yet they have not followed through in distributing the action log or meeting notes.

Anybody have any ideas how to measure customer satisfaction in this situation?

Don't forget that customers can be internal as well. Is there a process in place that allows feedback from downstream processes to make their way upstream?
 

somashekar

Leader
Admin
The requirement of customer satisfaction is a simple and direct requirement in the monitoring and measurement of the performance of the QMS, in the SUPPLIER <<< COMPANY >>> CUSTOMER chain. This is the customer considered.
All other downstream upstream process within the company that have to be monitored are a part of the monitoring and measurement of process, dealt separately.
It is referred as internal customer by some systems. Internal customer is a fad. For me there is nothing like internal customer.
 
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