Customer Satisfaction Survey - Further actions needed for Customers Comments?

[flying fish]

The marketing team did the customer survey by requesting our customers to fiil up the "Customer Satisfactory Survey Form". There is a column in the form "suggestion for improvement". Our marketing dept has received quite a number of suggestion asking us to "speed up delivery time" or "upgrade the goods quality", etc. Of course, on the top portion of the form, the customer will have to grade us according to a few survey criteria (exp : price competitiveness, documentation)

Now the question is, How do the marketing team handle the "improvement" part? Some suggested issuing CAR for those related department for failing to satisty the customers. Some even suggested PAR, identify the root cause, and followed by preventive action. One suggested only holding a meeting with the concerned personnel asking them to buckle up.

For your information, we have five objectives and "100% delivery on time" and "100% good quality" are two of them.

 

[Migre]

Re: Customer satisfaction survey

Are there any consistent themes coming through time and again? If 75% of the responses request improved delivery time and you can actually do something in relation to that (especially as it's one of your objectives), focus on that. Having said that, that should be improving if it's one of your objectives anyway? Are the responses highlighting any consistent areas for improvement which your organisation hadn't previously considered? If so, and if it's possible to make improvements, add it to your list of objectives.

For me, the key here is to stay realistic and focus on the suggestions which are feasible to action and that will make a difference.

 

[samsung]

Re: Customer satisfaction survey

"100% good quality" doesn't tell anything unless you specify it for yourself and get it endorsed by the customers since they are the final arbitrators to comment on whether or not what you supplied to them is satisfactory. You need to drill deeper into their stated as well as implied needs.

Ontime delivery itself needs to be defined. For some organizations, it can mean supply of products within the time defined by themselves, say within 3 days or 7 days or so while others may focus on the timeline stipulated by the customers which can even be 'within a month or more than that' and if a customer receives supplies within the stipulated time, he's supposed not to complain on this part provided you have supplied 'in full' (i.e. the quantity he ordered).

It's a matter of research. Some customers may not be serious & fill up the forms just for the sake of filling up something when they are presented with a blank form. You need to look into such aspects as well. Nonetheless, customers are quite genuine while making complaints or suggestions for improvement.

 

[somashekar]

The marketing team did the customer survey by requesting our customers to fiil up the "Customer Satisfactory Survey Form". There is a column in the form "suggestion for improvement". Our marketing dept has received quite a number of suggestion asking us to "speed up delivery time" or "upgrade the goods quality", etc. Of course, on the top portion of the form, the customer will have to grade us according to a few survey criteria (exp : price competitiveness, documentation)

Now the question is, How do the marketing team handle the "improvement" part? Some suggested issuing CAR for those related department for failing to satisty the customers. Some even suggested PAR, identify the root cause, and followed by preventive action. One suggested only holding a meeting with the concerned personnel asking them to buckle up.

For your information, we have five objectives and "100% delivery on time" and "100% good quality" are two of them.

You made a survey format and asked customers for suggestions for improvement and then now you seem to be in a muddle ... ?
This happens
Your format response typically gives customer perception, and based on this if you are really serious about enhancing the customer satisfaction., you have to set up a meeting with the customer personnel who commented and open up dialog to take as much details as possible to convert this perceptions into some reasonable measurable task back at your place so that in the next attempt of survey this surely will be positively responded by the customer. Always actions taken on such facts will result in better feedback from other customers also as you deploy the actions across the organization.
Never make papers over papers and get yourself into more muddle.

 

[samsung]

For your information, we have five objectives and "100% delivery on time" and "100% good quality" are two of them.

Can you tell us how far you succeeded in achieving these two goals. What's the actual status v/s target, say for the current year? Why I'm asking this is
because '100% ontime delivery' to customers would mean ensuring a corresponding 100% ontime delivery in all the downstream processes such as material supplies by your suppliers, material issue from the warehouse, delivery of machines by the maintenance team, delivery of products by the production team, inspection & release of products and shipping. Although this is an ideal supply chain yet as far as I can understand, suppliers performance w.r.t. delivery of goods or raw material has always been a concern and this single factor can influence the performance of the entire supply chain.