S
Sardokar
Hello to All
We ( as an IT Company) send every year an online customer satisfaction survey to the customers that bought from us during the last year as to get a grasp on their satisfaction on our solutions and/or services
1 ) Since we started sending surveys we have noticed a Low response rate (around 20%):
we have tried to improve this by:
- making the survey online (instead of emailed)
- giving the possibility to save/resume filling the survey
- Sending weekly reminder emails ( starting 2 weeks after the first sending )
- Making the survey relatively short ( 10-15 minutes ,depending on how many types of solutions/services you have acquired)
However we still are having a response rate that is pretty low (around 30%) ...
any suggestion to increase that rate (target is around 50% replies at which point we could deem that answers are significant and give us a good idea of customer opinions) ? We are willing to try anything at this point
2 ) Once we get answers ...who's in charge of determining root causes of problems ?
I mean if a key customer gives a grade of 3 (out of 7) on implementation ... who's in charge of understanding what exactly this customer isnt happy about when it comes to implementation ?
is it the Process owner (Technical Manager) ? Is it the Quality team role ?
Im asking this question because it happened several times that a process owner contact the customer about a grade of 4(out of 7) ...and then he tells us the customer has no problem about this topic ...or the customer misunderstood the question ...
Im afraid the process owner may not want the errors and mistakes to be known and he is covering up and not saying the whole truth ...
what would be the solution then ? Sales to contact the customer ? Quality team to contact the customer ? Problem being quality team has basically NO direct contact with customer the rest of the year (unless complaints)
Opinions please
3) Once we determine root causes and we take corrective actions about problems ( example we performed training to an engineer ) ... should we inform the customer(s) that we analysed the survey , took corrective actions (without going into details) ?
In my opinion yes ...but some managers dont agree and see it as admiting a "weakness" ...
Any thoughts?
That's about it ...
Thank you all for your help
We ( as an IT Company) send every year an online customer satisfaction survey to the customers that bought from us during the last year as to get a grasp on their satisfaction on our solutions and/or services
1 ) Since we started sending surveys we have noticed a Low response rate (around 20%):
we have tried to improve this by:
- making the survey online (instead of emailed)
- giving the possibility to save/resume filling the survey
- Sending weekly reminder emails ( starting 2 weeks after the first sending )
- Making the survey relatively short ( 10-15 minutes ,depending on how many types of solutions/services you have acquired)
However we still are having a response rate that is pretty low (around 30%) ...
any suggestion to increase that rate (target is around 50% replies at which point we could deem that answers are significant and give us a good idea of customer opinions) ? We are willing to try anything at this point
2 ) Once we get answers ...who's in charge of determining root causes of problems ?
I mean if a key customer gives a grade of 3 (out of 7) on implementation ... who's in charge of understanding what exactly this customer isnt happy about when it comes to implementation ?
is it the Process owner (Technical Manager) ? Is it the Quality team role ?
Im asking this question because it happened several times that a process owner contact the customer about a grade of 4(out of 7) ...and then he tells us the customer has no problem about this topic ...or the customer misunderstood the question ...
Im afraid the process owner may not want the errors and mistakes to be known and he is covering up and not saying the whole truth ...
what would be the solution then ? Sales to contact the customer ? Quality team to contact the customer ? Problem being quality team has basically NO direct contact with customer the rest of the year (unless complaints)
Opinions please
3) Once we determine root causes and we take corrective actions about problems ( example we performed training to an engineer ) ... should we inform the customer(s) that we analysed the survey , took corrective actions (without going into details) ?
In my opinion yes ...but some managers dont agree and see it as admiting a "weakness" ...
Any thoughts?
That's about it ...
Thank you all for your help