Customer Satisfaction Measurement When You Have Only 1 Customer

#1
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?
 
Elsmar Forum Sponsor
R

Reg Morrison

#2
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

Staff member
Super Moderator
#3
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
#4
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

Staff member
Super Moderator
#5
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.
 
Thread starter Similar threads Forum Replies Date
C Customer Feedback, Satisfaction, Complaint Procedure and Measurement ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
M Customer Conversion and Retention / Satisfaction Measurement Index Benchmarking 4
C The "Perfect Order" as a Customer Satisfaction Measurement Customer Complaints 7
P Customer Satisfaction Measurement Statistical Analysis Tools, Techniques and SPC 2
C Customer Poll (Satisfaction Measurement) - Meeting Requirements but Negative Replies ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
B Customer Satisfaction and Dissatisfaction Measurement QS-9000 - American Automotive Manufacturers Standard 29
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
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
Mr.Happy Customer Satisfaction Excel File Customer Complaints 3
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
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
D Obtaining Customer Perception Information - Customer Satisfaction - Clause 8.2.1 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11

Similar threads

Top Bottom