I was wondering if anyone had an example of a customer survey they have used. I am new to the med device world, but we want to use this as a means for 1 of the avenues to receive customer feedback.
Good day @danabigler83
Surveys are certainly one option. Services such as "Survey Monkey", others...can even assist in the administration.
I would counsel, however, that your organization may want to consider further before determining to use a survey as a method of simply "...arrang(ing) ...customer feedback..."
From my experience, ...
1- customers are not too thrilled about needing to reply to a survey.
2- those that take the time to provide feedback are usually only those with negative perception of your organization (valuable to be sure, but not
but often very anecdotal usually a complete picture)
3- someone has to manage the survey process including prompting annoyed customers for feedback.
4- results are often "pencil whipped" and not comprehensive/accurate.
5- It is often a task that is completely controlled by an individual and not systemic (for example, if "you" are not there...i.e. vacation, retirement,
moved on, etc...), who/how will this be managed?
In other words...you may be creating a monster that someone has to feed.
Instead, i would counsel that your organization simply reverse engineer by determining how your organization may ALREADY receive customer feedback.
- Does your organization ever receive customer complaints for quality? (that's customer feedback)
- Does your organization ever receive customer complaints for delivery? (that's customer feedback)
- Do any of your customers provide a periodic performance scorecard? (that's customer feedback).
- Does your sales group have periodic performance, future business, competitor pressure, etc...conversations with customers? (that's customer
- Does your order/scheduling/production control group interact regularly with customers? (that's customer feedback).
Identify, articulate, and take credit for these applicable methods and maybe you can avoid the dreaded survey?
Food for thought.
Hope this helps.