Customer Satisfaction - Switchgear Manufacturing Organisation

K

kapoor

#1
What can be the method to measure customer satisfaction level for a switchgear manufacturing organisation.
 
Elsmar Forum Sponsor

Mike S.

Happy to be Alive
Trusted Information Resource
#2
Kapoor,

Welcome. You can do a search on the term "customer satisfaction" and get lots of hits here on the Cove.

Also, this was posted here a while back I believe and you might find it helpful:

ISO9001:2000 requires, in section “8.2.1 Customer satisfaction”, organisations to monitor customer satisfaction.
Here are some thoughts on monitoring Customer satisfaction, without mentioning the word "questionnaire", which has lingering memories of BS5750 and all those supplier questionnaires!!

1. Telephone survey by the company or an independent body.

2. Sales Reps and Tele-Sales to ask for feedback in what appears to be in an informal way, but has some structure. A different facet each month.?

3. Accounts Departments, the missed resources! Why are people slow paying their bills. Harvest the data. Credit Controllers record the various excuses for non payment.

4. Credit notes. How many credit notes raised and why. Code the reasons for analysis.

5. Customer returns for re-stocking. Why are the products returned?

6. Warranty claims. Analyse the reasons and feed back to the designers.

7. Complaints. What do you call a complaint? If it is in writing? If the customer says it is a complaint?

8. Niggle Tally Sheet. Run a weekly tally sheet for busy Tele-Sales with columns marked with the typical recurring problems, e.g. Miss-picking, Shortages, Wrong Price, Wrong Discount, Late Delivery, Wrong Advice. They are happy to tick a box, but too busy to fill in a complaint form.

9. Lost and new customers. Are you gaining more new customers than you are losing?

10. After sales follow up calls. Shows you care, and you may pick up new business too.

11. Service calls. Why the call out, how are we doing, any new equipment required? Also a selling opportunity.

12. Market research and other peoples MR that is in the public domain.

13. Focus groups of customers or user groups who get together over a glass of wine to give you honest feedback.

14. Trade and accreditation organisations. First Point for the oil industry, where a database is maintained of what the Customer and Supplier though of each others performance during a contract. This is available to all subscribing parties. CASE similarly for aviation, with a points system.

15. “Mystery shopper” from your company or independent organisation who tries your products or service.

16. “Which”. Consumer organisations may have reviewed your company and products.
17. Benchmarking. Sounds good but can be difficult get confidential information. What are your competitors publicly stated performance objectives and how do you compare? Next day delivery, call out times, returns policy, complaints handling, etc.

18. Trade shows. Ask people what they think of your company. Also do this undercover and make a note of the results.

19. A feedback section on the company web site.

20. CRM Web Sites and Programmes. Each customer has their own logon and can place orders, track orders, view their account, see the names of their contacts, fill in on-line comments, send messages, suggestions and complaints. Not on the web? Then there are programmes to track and record all customer contacts.

21. Err......... I didn't mention questionnaire! Seriously, Questionnaires are very useful but, the questions should be focused and meaningful to you. Select your sample of customers and prospects carefully. Make sure it goes to the right named people and it should be from a ‘neutral’ person in your company. Try to keep them short and have a prepaid return envelope or fax-back number. Act on the results and go back to the customer and advise on action taken, where applicable.

The first problem is to sell to your staff why they would wish to monitor customer satisfaction. Needs a ‘No blame no shame’ culture. We all know how to cook the data for the ISO9000 Assessor. After all, how many approved suppliers lists are ever seen by anyone other than by the Auditor?

Companies should want to capitalise on their good points and address areas of deficiency. This is the very, very early warning system that there is a problem in the market place. Just keeping your eye on the bottom line is too late. You should have reacted a year ago!

David Wadlow - QEC Management Services (SE) © 14/3/01

Qualitex 2001, Customer Satisfaction Workshop, on behalf of LRQA.
 
A

Annie66

#3
I appreciate the Customer Survey forum, we are meeting with our trainer and this I ask her input on how I should measure customer satisfaction, it is great to see so many great ideas.

Thank you
Annie66
 
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
Mr.Happy Customer Satisfaction Excel File Customer Complaints 3
C Customer Feedback, Satisfaction, Complaint Procedure and Measurement ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
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