Customer Satisfaction

[Bev D]

Here are a couple of articles regarding Custoemr Satisfaction Surveys. They are older, but come from the period when surveying your Customer for Satisfaction (like IATF stubbornly clings to) was all the rage. They make some really good points. Adn the first one is from our very own alumni Craig Cochran…

Don’t Survey Your Customers!, Craig Cochran, Quality Digest, September 2006. (This one is free - yay Quality Digest)
Quality Digest Magazine

QS-9000 Customer Satisfaction Monitoring Isn’t Working, William Robert Loomis, Quality Progress, July 1999
https://asq.org/quality-progress/ar...2ECWvgdTijdxNyXg9YWXVDmFHrvAYDr0Fy1E4tB7Gp0fJ

Ten Reasons Why Surveys Fail, David Futrell, Quality Progress, April 1994
https://asq.org/quality-progress/ar...veys-fail?id=0921edd64ec24338ae66366b427d129a

You will need a ASQ membership to access these articles for free. (Boo!)

Some of you find these useful…

 

[Ed Panek]

Here are a couple of articles regarding Custoemr Satisfaction Surveys. They are older, but come from the period when surveying your Customer for Satisfaction (like IATF stubbornly clings to) was all the rage. They make some really good points. Adn the first one is from our very own alumni Craig Cochran…

Don’t Survey Your Customers!, Craig Cochran, Quality Digest, September 2006. (This one is free - yay Quality Digest)
Quality Digest Magazine

QS-9000 Customer Satisfaction Monitoring Isn’t Working, William Robert Loomis, Quality Progress, July 1999
https://asq.org/quality-progress/ar...2ECWvgdTijdxNyXg9YWXVDmFHrvAYDr0Fy1E4tB7Gp0fJ

Ten Reasons Why Surveys Fail, David Futrell, Quality Progress, April 1994
https://asq.org/quality-progress/ar...veys-fail?id=0921edd64ec24338ae66366b427d129a

You will need a ASQ membership to access these articles for free. (Boo!)

Some of you find these useful…

I just think about my own company. Theres really not a single person who could adequately respond to a supplier survey. Engineering cares about one thing, receiving another, production another, tech support another. If you are going to survey youd need half a dozen to make sure each dept has its say. Some of them may have directly opposing opinions!

 

[Sidney Vianna]

I just think about my own company. Theres really not a single person who could adequately respond to a supplier survey. Engineering cares about one thing, receiving another, production another, tech support another. If you are going to survey youd need half a dozen to make sure each dept has its say. Some of them may have directly opposing opinions!

That is what I mentioned in the post @
Post in thread 'How do you Monitor Customer Perception?'
How do you Monitor Customer Perception? - Elsmar Cove Quality and Business Standards Discussions

Management of customer satisfaction is not a science; it is an art. Unfortunately people think this can be reduced to a magical number, to give them a “warm and fuzzy” feeling. Then, reality strikes.