Customer Satisfaction Survey Analysis

[zaid_iec]

Dear All,

Recently we have done customer satisfaction survey in our company. Cunstomer were asked to rate on 8 attributes viz. Quality, Delivery, Responsiveness, Team Competency, Domain Knowledge, Communication, Innovation and planning on a scale of 0 to 4 ( Do not meet, Sometimes meet, Most of the times meet , Fully meet and exceed).

Each attribute has 2 questions associated with it and both questions to be rated on a scale of 0 to 4 separately.

So in total 8 Category and 16 Question - 16 responses of 0 to 4.

Now i have received the responses but not sure how to prepare the report or analyze them.

Please advise and help me out with some model to summarize the survey findings.

Regards
Mohammad

 

[Claes Gefvenberg]

Ok, first things first: It is a good idea to figure out how to do the analysis when you set a survey up, before you send it out.

In this case I would probably use a polar chart to illustrate the result graphically, as in the enclosed example. Then you will need to comment on each part of the result. If you do it in the same way next year, you can compare the results and see if the customers view any actions you have taken favourably.

/Claes

 

[Steve Prevette]

Feel free to take a look at this process for survey development and analysis: http://www.efcog.org/wg/esh_es/Statistical_Process_Control/docs/Survey_Analysis.pdf