Analysis of Customer Surveys - Auditor not satisfied

[millie6901]

Hi ! All

Anyone can help me on this matter, i had a NCR from the auditor that the "customer survey yet to analysis" i had show her the survey form that from customer. Customer satisfaction index for the Quality OBjectives that customer required example LIPAS.TPT, Yield , Customer complaint.. but the auditor still satify.

 

[Aaron Lupo]

Hi ! All

Anyone can help me on this matter, i had a NCR from the auditor that the "customer survey yet to analysis" i had show her the survey form that from customer. Customer satisfaction index for the Quality OBjectives that customer required example LIPAS.TPT, Yield , Customer complaint.. but the auditor still satify.

Was the N/C for not analyzing the data you received from the customer surveys? It sounds like what they are saying from what you stated is that yes you sent the survey(s) but now you need to take the information you received and analyze it to see where you stand as compared to your objectives.

 

[Rob Nix]

In addition to Aaron's point, they might also be looking to see what actions you have taken based on the analysis. If other words, are you doing anything different now that you have learned what concerns your customer?

 

[kei_ko]

refering to ISO9001:2000 8.4 Analysis of data:
The organization shall determine, collect and analyse appropriate data to demonstrate the suitability and effectiveness of the quality management system and to evaluate where continual improvement of the effectiveness of the quality management system can be made. This shall include data generated as a result of monitoring and measurement and from other relevant sources.

i am not sure how it is done in TS16949 but it looks like you have done the action in blue text (see above) but not the action required in red text... am i making sense?

basically, you may need to come up with action plans to improve the customer survey scores in addition to reporting them and stopping there

hope that helps

 

[millie6901]

TQ, very much for the response & idea, i think i need to change the current survey format that i can used the "figure" for analysis.
Is that anyone have the example of the customer survey form.

 

[Miner]

Hi ! All

Anyone can help me on this matter, i had a NCR from the auditor that the "customer survey yet to analysis" i had show her the survey form that from customer. Customer satisfaction index for the Quality OBjectives that customer required example LIPAS.TPT, Yield , Customer complaint.. but the auditor still satify.

Which section of the standard was cited, Analysis of Data or Customer Satisfaction?

The measures that you listed appear to be reactive measures of customer disatisfaction. The standard requires a proactive evaluation of customer satisfaction.

If it is the Analysis of Data, the expectation is that you will review the results, identify areas for improvement, develop action plans and implement them.

 

[Caster]

Surveys are only one way

TQ, very much for the response & idea, i think i need to change the current survey format that i can used the "figure" for analysis.
Is that anyone have the example of the customer survey form.

Millie6901

Surveys are not required. There are MANY differenct methods to measure customer satisfaction. Search the Cove for dozens of excellent ideas.

But no matter what method you use, the expectation is that the information is analyzed and reacted to "as required" based on the analysis.

So at the extreme of simplicity, every person who contacts the customer could post a "feeling" from their visit from "customer delighted" to "customer mad as heck".

During the management review, this collection of "impressions" could be looked at. If all is good, no action is needed. If all is not good, something needs to happen. The analysis and action are shown to have happened during the meeting.

As simple as this sounds, I think it is more effect than "surveys". If you are eyeball to eyeball with the customer you know for sure how they feel.

 

[Howard Atkins]

Millie6901

Surveys are not required. There are MANY differenct methods to measure customer satisfaction. Search the Cove for dozens of excellent ideas.

But no matter what method you use, the expectation is that the information is analyzed and reacted to "as required" based on the analysis.

So at the extreme of simplicity, every person who contacts the customer could post a "feeling" from their visit from "customer delighted" to "customer mad as heck".

During the management review, this collection of "impressions" could be looked at. If all is good, no action is needed. If all is not good, something needs to happen. The analysis and action are shown to have happened during the meeting.

As simple as this sounds, I think it is more effect than "surveys". If you are eyeball to eyeball with the customer you know for sure how they feel.

I agree totally, to many companies think that send a survey is the answer to all problems. The lack of analysis is also prevelant.
I was at an audit where the question arose about the level of customer satisfaction and the marketing dept said but that is the Quality functions responsibility to collect the info. It's nothing to do with me!!!!!

 

[Statistical Steven]

Customer surveys are worth the paper they are printed on (or the electrons used for an online survey). Unless your survey is well designed, you will always suffer from bias. It is this bias that makes interpretation hard. Sending a form to all customers, does not mean you will get back a representative sample of the customers.

Having said that, measuring customer satisfaction is usually accomplished through analysis of a complaints data base (another faulty measure). Monitoring complaints or percent complaints or complaints per 1000 units, etc are just surrogates for customer satisfaction. The real issue is can you take action and improve on the data you received even though it might be flawed.

I worked with a customer who measures complaints per month. They have an internal requirement that complaints must stay below 100 per month. They average about 10 complaints a month. I got involved in helping to reset the requirement because they got an audit finding when they had a month with 75 complaints, but did not take action. We had to create a statistical method to "normalize" the complaints because the 75 complaints also reflected a 35% increase in sales, therefore leading to a higher customer base to complain. When normalized, the 75 complaints was no different than the 10 complaint average they were used to seeing.

I used that example to give you an understanding that measuring customer satisfaction is not easy, and having a metric or improvement plan for it is even harder!

 

[preetham - 2007]

Hi all,
I would like to put my comment on this issue.
To my observations every ISO certified company will send a format to their customer to get the feedback from them about the satisfaction level about them.
BUt it is the customer, who will not respond to them in many cases.
In these situations can we convince the auditor saying that we had sent a format of customer satisfaction to our customer but the customer has not responded to us.is it a proper justification method of not getting the customer reply