Customer Satisfaction - How to calculate CSI (Customer Satisfaction Index)

Ajit Basrur

Staff member
Admin
#11
Hello every body.
I just joined the forum. I learnt about the forum while browsing for information on How to calculate Customer satisfaction Index from survey results. I was selected by my employer to help analyse the survey results pertaining to external stakeholder's perception regarding my employers services,(my employer is a government agency and hence enjoys monopoly in the sector). I have been having some hard time trying to arrive at a particular index that can be used to measure each and every unit against a set target.
My warmest regards goes to Mr. Ajit Basrur for making that excel template available. It really simplifies the theoritical approaches.
regards .
arigisku.
Great to know that the Excel spreadsheet was useful to you :)
 
Elsmar Forum Sponsor
R

rashi

#12
Hi

This is Rashi, great work by Ajit, it was a lot of help to me! Thanks! :)
 
Last edited by a moderator:
A

absolutdata

#14
Hi,

We are doing a CSAT study which asks for the following parameters:
1) Overall satisfaction
2) Recommendation
3) Satisfaction for services, relationship management, products and programs

We want to calculate a CSAT score out of these results which can be displayed like "Your satisfaction among XYZ is 7/10"

Can you help me finding those 7s and 10s?

Thanks
 
M

munirah

#15
Dear All,
i'm still unable to understand the method of calculating CSI. for ex: what is weighting? score?

**CAN SOMEBODY FUTHER GIVEN SOME TUTORIAL.
 

Jim Wynne

Staff member
Admin
#16
Dear All,
i'm still unable to understand the method of calculating CSI. for ex: what is weighting? score?

**CAN SOMEBODY FUTHER GIVEN SOME TUTORIAL.
Welcome to the Cove. :D

"Weight" is the relative importance (to a customer) of various categories of performance, while the performance "score" is an indication of the customer's satisfaction with supplier performance within a given category. The simple idea being that you want the customer to be most satisfied with the categories (on-time delivery, e.g.) they're most concerned about.
 

somashekar

Staff member
Super Moderator
#17
Dear All,
i'm still unable to understand the method of calculating CSI. for ex: what is weighting? score?

**CAN SOMEBODY FUTHER GIVEN SOME TUTORIAL.
Why calculate CSI .. ?
Then you will get to fix a limit on the index (your comfortable limit) and then you will proclaim that this limit is met and then say to yourself that the CUSTOMER is satisfied.
I have said somewhere that Customer satisfaction is Customer saying that he is satisfied with you, and not you telling yourself that a customer is satisfied.
One good method to assess is by direct approach, visiting and meeting customer and and having an open business reflection thus far had, and seek from him what he would like to see better or more from us., on various aspects of business, like response to any enquiry, business approach, pricing, quality, support, ability to handle rush orders, problem resolution, communication, ... etc. It is best done at higher levels and the feel is picked and communicated down in the organization. This is then made into an objective to be met in time. The moment you go into scoring, someone from the customer side will put down a number and the real satisfaction expression and the response gets faded.
I do not know which standard has asked for calculating a customer satisfaction index ... ???
 
M

munirah

#18
Welcome to the Cove. :D

"Weight" is the relative importance (to a customer) of various categories of performance, while the performance "score" is an indication of the customer's satisfaction with supplier performance within a given category. The simple idea being that you want the customer to be most satisfied with the categories (on-time delivery, e.g.) they're most concerned about.

Dear Jim,
My customer survey form are categorized into 4 main sections (SERVICES, DELIVERY, QUALITY OF PRODUCTS & PACKAGING, OVERALL SATISFACTION LEVEL). Each question from that categories being put a point 1-5 (Execellent, Good, Average, Insufficient & Poor). From here, where is my weight & score??from here what is the point should i target for customer satisfaction value???

Once again im so so sorry to make u trouble answering my question.
I really need a help.

Thanks
 

Jim Wynne

Staff member
Admin
#19
Dear Jim,
My customer survey form are categorized into 4 main sections (SERVICES, DELIVERY, QUALITY OF PRODUCTS & PACKAGING, OVERALL SATISFACTION LEVEL). Each question from that categories being put a point 1-5 (Execellent, Good, Average, Insufficient & Poor). From here, where is my weight & score??from here what is the point should i target for customer satisfaction value???

Once again im so so sorry to make u trouble answering my question.
I really need a help.

Thanks
No trouble. You don't need to have a weight and score; it could be that just using the scales you presently have is enough. If you wanted to add weighting to each of those categories (other than overall satisfaction) you could, for example, ask your customers which of those categories they feel is most important, or create another 1-5 (or 1-x) scale for importance.
 
B

bsrao060200

#20
i have seen the 5S measurements in radar chart many places but never come across the customer satisfaction in radar chart. hope it is realy very creative idea. Hence, kindly send me the case study .
BEST OF LUCK FOR YOUR IMPROVEMENTS
 
Thread starter Similar threads Forum Replies Date
A How to calculate weights for customer satisfaction score? Misc. Quality Assurance and Business Systems Related Topics 4
R Customer Satisfaction importance in companies with Government/Public Administration as main customer? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
I ISO 9001:2015 Section 9.3.2 C1 "customer satisfaction and feedback from relevant interested parties" ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
Q Customer Satisfaction through On-Time Delivery ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
A Have sites like Ebay and Amazon killed customer satisfaction/feedback? Customer Complaints 7
I ISO9001:2015 9.1.2 - Customer Satisfaction Feedback ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
V AS9100 8.2.1 (C) or 9.1.2 (D) Customer Satisfaction - KPI's AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
K How can I monitor customer satisfaction? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 14
C Customer Satisfaction Process - Audit "Suggestion for Improvement" General Auditing Discussions 14
Ajit Basrur CDRH Customer Satisfaction Results at 87% US Food and Drug Administration (FDA) 1
R Why customer satisfaction is not appropriate regulatory objective in medical device? ISO 13485:2016 - Medical Device Quality Management Systems 8
G How to assess Customer Satisfaction without using surveys ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 14
A Customer Satisfaction Measurement When You Have Only 1 Customer AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
S Conduct Customer Satisfaction Survey for every submitted Bid? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
J Looking for a Customer Satisfaction Survey Form Other Medical Device Related Standards 2
Z Customer Satisfaction Survey Analysis Quality Tools, Improvement and Analysis 2
E Marketing and Sales involvement in 8.2.1 Customer Satisfaction ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
M Customer Satisfaction Survey - Poor Response ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
R Customer Satisfaction for Legal Services ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
S Need to prepare Internal Customer Satisfaction Survey form for QA department Misc. Quality Assurance and Business Systems Related Topics 5
M Customer Satisfaction Excel File Customer Complaints 3
C Customer Feedback, Satisfaction, Complaint Procedure and Measurement Customer Complaints 8
M 8.2.1.1 - Customer Satisfaction - How to satisfy the end requirement? IATF 16949 - Automotive Quality Systems Standard 1
M 8.2.1 ?NOTE- Is Monitoring of Internal Customer Satisfaction a requirement? IATF 16949 - Automotive Quality Systems Standard 1
E 8.2.1 Customer Satisfaction - Is Internal Customer Satisfaction Employee Satisfaction IATF 16949 - Automotive Quality Systems Standard 6
W Customer Satisfaction Surveys in Oil Industry Customer Complaints 8
M Customer Conversion and Retention / Satisfaction Measurement Index Benchmarking 4
B Increasing Customer Satisfaction While Decreasing Employee Workload Customer Complaints 4
R Supplier Satisfaction Survey about Working with us as a Customer Supplier Quality Assurance and other Supplier Issues 7
R Setting Targets (Objectives) for Customer Satisfaction ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 12
M Customer Satisfaction Surveys - User Friendly & Online methods. ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
S Customer Satisfaction Surveys - Response Rate, Analysis, Customer Feedback ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 14
A Minitab for Customer Satisfaction Analysis Using Minitab Software 1
J How to Increase Customer Satisfaction Rating? Customer Complaints 20
K Customer Satisfaction - Would you advise to investigate the trend or the incidence? Customer Complaints 9
I Calculating the CSI (Customer Satisfaction Index) Misc. Quality Assurance and Business Systems Related Topics 17
K Definition Customer Satisfaction - ISO 9001 Definition Definitions, Acronyms, Abbreviations and Interpretations Listed Alphabetically 16
R Analyzing Customer Satisfaction Indexes Quality Manager and Management Related Issues 1
Antonio Vieira Customer Satisfaction Survey Sample Size Inspection, Prints (Drawings), Testing, Sampling and Related Topics 7
F Customer Satisfaction Survey - Further actions needed for Customers Comments? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
E Customer Satisfaction - Customer Perception of Government Contract Officers ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
V Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3.2 Customer Complaints 9
Sidney Vianna ISO 10004:2012 - Customer satisfaction - Guidelines for monitoring and measuring Other ISO and International Standards and European Regulations 18
B Quality Policy - Need to include "Customer Satisfaction & Continual Improvement? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
S Customer Satisfaction Reporting Responsibilities Career and Occupation Discussions 10
H Determining Customer Satisfaction in a Small Aerospace Job Shop AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 6
S Is it mandatory to monitor customer satisfaction for a non-regular product? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 16
C The "Perfect Order" as a Customer Satisfaction Measurement Customer Complaints 7
D Obtaining Customer Perception Information - Customer Satisfaction - Clause 8.2.1 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
D 8.2.1 Monitoring & Measuring customer satisfaction ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 1

Similar threads

Top Bottom