Customer Satisfaction Scale - How to Benchmark Customer Satisfaction?

Mikael

Quite Involved in Discussions
#11
Re: Customer Satisfaction Scale - How to Benckmark Customer Satisfaction?

By nature is does not make sense to transfer something subjective into objective - I am not trying to do that. That satisfaction is a personal thing, seems to be a question of definition... As to the 10/11 - isn't it just about whether you measure e.g. cm vs. inch., I mean even though it is problematic you still have a scale that you can make use of, and no matter what scale your neighbour is using, you can compare and find out how who can make the most noise. The scale is continues and can be related to DB.

Concerning the last comments, I will reflect a little more upon it and be back. I thought about defining the difference, that is making categories alike worse, same, better - but I am not sure that it will make the ghost disappear...

In the end I would like to relate it to the Kano-model (and yes to QFD/HOQ).
 
Elsmar Forum Sponsor

BradM

Staff member
Admin
#12
Re: Customer Satisfaction Scale - How to Benckmark Customer Satisfaction?

Thank you for sticking with us! Let me suggest again... I understand your situation!

As to the 10/11 - isn't it just about whether you measure e.g. cm vs. inch., I mean even though it is problematic you still have a scale that you can make use of,
The 10/11 reference is a really good one. Good humor has an element of serious reality in it. The band member was fixated on the numbers; that the scale went to 11 gave the illusion that there was something significant about it. When Rob Reiner's character suggested that it was not an issue of how high the readings went but rather how everything is set up/standardized, the band member quickly dismisses the notion, and goes back to 11. Like Ahab with Moby Dick, things can quickly become an obsession.

..I mean even though it is problematic you still have a scale that you can make use of, and no matter what scale your neighbour is using, you can compare and find out how who can make the most noise. The scale is continues and can be related to DB.
I would have to question this statement. It makes a profound difference what scale you are making comparisons to. If my scale has an average score of 4.2, how are you going to compare to that? You have to know how my questions are set up, weighted, etc. Otherwise, comparison is meaningless. Take for example:

Were you satisfied with the service?
Were you happy with the service?
One is on a 1-5 scale, and the other is yes/no. Having one-word difference will yield significant variations, simply due to validity issues. Too, having different scale make comparisons impossible (unless you know the scale values, and you can standardize them. That's some work).

Concerning the last comments, I will reflect a little more upon it and be back. I thought about defining the difference, that is making categories alike worse, same, better - but I am not sure that it will make the ghost disappear...

In the end I would like to relate it to the Kano-model (and yes to QFD/HOQ).
I do want to hear back from you. I really am trying to help:). Useful measurements are difficult to obtain, and take a lot of work. Hurrying into something might send flags up a flagpole that aren't really an issue. Or, you're not uncovering a real problem due to a poor measuring instrument.
 

Mikael

Quite Involved in Discussions
#13
I mean concerning the 10/11, we have a standard decibel scale that "sound" can be to related to, and it is continous, which I think is my problem concerning satisfaction. Indeed first as stated there is a problem with language you migth ask about satifaction and the customer think of it as "happyness" - whatever. You might do kansei analysis or use speciel interview technics and so forth, but I believe that whatever you do, it cannot be fully reliable - but is doing nothing at all a better solution...

Now What I had in mind is maybe not satifaction, name it reference or loyality - it does not make it easier. First I will found out where the customers are of course, lets say to make it simple, that they allways hang out in a specific bar. So I pretend to be a costumer like everybody else, and if a person starts talked (eventhough I have not asked) abou how fantistic a product he just bought, and that he would never buy anything else. Then I assumed the loyality is kind of "high".

Of course there is the problem about time, that he is more entuastic about it, if it is new. And like mentioned in the other threads the customers reaction and wheter they tell or not can be different relate to culture etc...

Anyway, I go to another bar, asking if they have tried this and that product (the competitors), and they tell me that it does not work at all and that they would never waste their money on that again (repurchase of course depend on the type of product).

Despite all the problems and you might give me som further arguments why the above mentioned approach is a bad idea (please go ahead), but I migth have an idea that my product is doing better than the competitors.

Now, eventhought I migth not do a survey, lets say I just subjective myself do some hypothetics on a worse, same, better scale, there is still a problem.
The scales are discrete right? And I need something continues. Somebody migth say just assume that? You can't, because as with the sound I need somekind of decibel scale to relate it to. I hope you can follow me so far.

Why do I need a continuos scale, because I want to link it to the Kano-model .Hence, the Kano is about linking "objective" measures with in my case lets call it loyalty. But Kano et al. only work with a binary "objective" scale, as they work with NPD product, I assume thats the reason.

If I have an objective, like for instance Weigth (lesser the better), the scale is continous and if I link it to my at first discrete loyalty scale, it is fair to assume the continues in between the "discrete" loyality scale?

Please let me you, what you think.
 

Mikael

Quite Involved in Discussions
#14
Re: Customer Satisfaction Scale - How to Benckmark Customer Satisfaction?

BTW:
.

As a quality "proffessional" (whatever that means, I like to think more in terms of problem solver) I always try and set quality objectives that focus on business objectives in addition to meeting reg's and std's... which when you break them down are really just business models.

My suggestion would be look at what you currently measure internally and and how valuable is that information in terms of being a preffered supplier.

:2cents:
good point :yes:

First step, Kano and QFD works fine to integrate ;)
 
R

roynmoom

#15
hey people!

Am a first time user of this thread. I am currently doing my summer internship as part of my MBA studies in one of the reputed copper manufacturing firm in India. I am working for the acid division.

Now my project is on customer satisfaction. For this purpose I have prepared a quesstionare to find out the customer satisfaction.I am attaching the quesstionaare. I am able to find out the customer satisfaction index after assigning weights to each of the factors in the questionnare.

Now my concern is that I want to benchmark my calculated CSI with the industry average for a chemical factory or an other manufacturing firm.

Can anyone tell me from where can i get the industry average for customer Satisfaction for a chemical factory.

regards
roy
 

Attachments

J

Jimmy the Brit

#16
Reichheld gives several industry examples in his book about Net Promoter Score "The Ultimate Question". I strongly suggest that you read this book or at least the original HBR article as they are both very current favourites on the MBA circuit. In addition there are numerous threads concerning C-sat in the Cove which may help you.

Good luck with your MBA

Jimmy
 
E

Emi Kassab

#17
Hello all,

I got this forum while I was searching for (CSI) measurement and scaling, I like your way of analysing, well done.:thanks:

My question is: How do you correlate the expectations of a customer with the perception (either weighted or unweighted by certain factors)?
 
Last edited by a moderator:
Thread starter Similar threads Forum Replies Date
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
T How to monitor customer satisfaction without surveys? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 16

Similar threads

Top Bottom