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

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Mikael

Quite Involved in Discussions
#22
I go with Somashekar!

WHYYYYYYYYY :)

I always learned: never put down a fence, before you no why it was build!
Must go the other way around to, if you want to put up a fence, be sure you know why, the conseqences, and even more important consider the alternatives!

So far I have yet not seen, academical, "Satisfaction" be proven to be useful for anything... In a sence I once ago wrote a 70 pages critique of the Kano-model (but this does not mean, that I would never use it).

So:

What is the purposes and intentions?
What you gonna do with the results? Are they really valid?
How would it affect you, whether the result is god or bad?
Could you do something more smart?
Of course pro and cons and so forth, you know stuff like that!

If you work with Qualitative Quality, don't Quantify it - if you work with Quantitative Quality, dont Qualify it ;)
 

Ajit Basrur

Staff member
Admin
#23
Its true that no where in the standard is mentioned to quantify the Customer Satisfaction but if there is no "value", it becomes difficult to demonstrate the improvements.

Additionally, in our organization with multi plants, quantification helps to evaluate the level of customer satsifaction across all the plants. The score helps prevents bias and unnecessary discussions subseuqnetly :tg:
 

Mikael

Quite Involved in Discussions
#24
Additionally, in our organization with multi plants, quantification helps to evaluate the level of customer satsifaction across all the plants. The score helps prevents bias and unnecessary discussions subsequently :tg:
Quantification sometimes makes us see things, we would not have discovered otherwise, whether it is getting the overview or finding details...
Not Quantifying would required greater cognitive skills than superman.

If someone do quantitative analyze, e.g. a forecast(/CSI) and then argue that you need to figure out the background for the numbers, investigate why the numbers are like that and so forth, its a good point.
But it is important to be aware, if you from the start mix it up and conclude that quantitative analyzes/summarization has some kind qualitative value. (Unless you believe that the distinction Quantitative/Qualitative does not make sense anyway).
 

Mikael

Quite Involved in Discussions
#26
I'm a big fan of Net Promoter Score when used correctly - http://en.wikipedia.org/wiki/Net_Promoter
Loyalty is interesting, but does NPS only take into consideration the positive approach?
Often customers says A and do B! Instead of asking for "likelihood" you might ask when it actually happened the last time: http://elsmar.com/Forums/showthread.php?p=401429#post401429
:)

Thought, I am a fan of Quality as Reference I know that this approach also, does not solve all problems...
 

Paul Simpson

Trusted Information Resource
#27
Loyalty is interesting, but does NPS only take into consideration the positive approach?
Often customers says A and do B! Instead of asking for "likelihood" you might ask when it actually happened the last time: http://elsmar.com/Forums/showthread.php?p=401429#post401429
:)

Thought, I am a fan of Quality as Reference I know that this approach also, does not solve all problems...
The original NPS question is about likelihood to recommend to others although it has been extended to cover likelihood to repurchase. It does deal with dissatisfaction in as much if anyone thinks you rate as a 1 to a 6 they are treated as 'detractors' (i.e. likely to be saying bad things about you).

The point about customers not always saying what they mean may be valid but applies to any leading indicator of customer satisfaction.

Interesting thread - thanks for linking.
 
F

faarazjavedawan

#28
dear , when i checked for individual category it like quality and other things... they are getting divided by 25, 20,20, & 5

appreciate if you can let me know how they are derived...
 
K

Kyle Bashy

#30
Dear all,

I have this result from 9 employees training workshop and I need to get the satisfaction % on the course and the instructor. Please be kind to get back to me on the formula to get it done and thank you so very much in advance.

Enclosed is the excel sheet. Please be kind to get back to me. :):D
 
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