customer surveys

D

dbulak

#1
A company sends out customer satisfaction surveys to its top 400 customers, and these top customers represent 95% of its business. Do the customers that represent the other 5% who only make spot buys have to be surveyed? Any ideas would be appreciated.
 
Elsmar Forum Sponsor
C

C Emmons

#2
I can't find where it says you have to survey all of your customers, or conduct surveys at all. Depends on how you want to handle.

We have a program that randomly chooses customers and the surveys are then administered by our sales dept or our facility managers.
 
C

C Emmons

#3
I have to say, I have heard lots of negative comments about customer surveys. I imagine it depends on the type of organization, however, we are having tremendous success with ours, and gaining some very vaulable information. We actually have two types of surveys. One is designed to administer to Management of a company (by our Sales Reps) and a second survey which is geared toward the workers that our associates deal with everyday. This is allowing us to gain information related to the adminstrative and operations levels. The information is entered online and our MIS department put a program in place to analyze the information from several different perspectives.
 
M

M Greenaway

#5
How does the concept of 'customer audits' sound.

I was sat in a small company the other day discussing this very topic. My thought was to do a quarterly report on sales value by customer, then go visit the top four over the coming quarter - then repeat the cycle. Any actions coming out of the meetings put through the CA/PA system.

Obviously this would be a huge undertaking for larger orgs, but might work for you mom and pop shops ?
 
M

M Greenaway

#6
True Jim

Perhaps if we somehow weighted the score towards markets we wish to pursue, or customers of perhaps more 'high risk' products. Does make it slightly more complicated, and may be unnecessary where we manufacture a standard range of product and sell to a 'stable' or fixed market - dunno.

I though this approach might be more difficult in larger orgs due to the possibility of having numerous customers on a roughly equal status, and having perhaps the need to 'audit' many more. But of we can overcome the resource issue it would work, or perhaps used our sales force to do the 'audit' ?

Dunno - just conceptualising again !
 
Thread starter Similar threads Forum Replies Date
G How to assess Customer Satisfaction without using surveys ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 14
B Can we stop Customer Surveys as they are generating low return rates ? Customer Complaints 16
W Customer Satisfaction Surveys in Oil Industry Customer Complaints 8
Crusader Inter-Departmental Customer Service Surveys Quality Tools, Improvement and Analysis 1
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
D Other ways to Measure Customer Perception apart from Surveys ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 12
A Marketing Survey Analysis of Customer Surveys using Minitab Using Minitab Software 1
QMMike Surveys - Customer, Supplier, Custom... ect.... Quality Tools, Improvement and Analysis 1
T How to monitor customer satisfaction without surveys? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 16
W Quantitative Customer Satisfaction Surveys - Templates or Forms? Benchmarking 4
N How to evaluate and analyze Customer Satisfaction Surveys Quality Tools, Improvement and Analysis 16
N Customer Satisfaction Surveys in Seaside Resorts - Servqual? Service Industry Specific Topics 3
M Analysis of Customer Surveys - Auditor not satisfied IATF 16949 - Automotive Quality Systems Standard 10
Q Customer Satisfaction Surveys - Are they required by TS16949? IATF 16949 - Automotive Quality Systems Standard 14
A Looking for Customer satisfaction surveys for PDR and CDR. Document Control Systems, Procedures, Forms and Templates 3
Marc Customer Satisfaction Surveys - A brief .ppt Powerpoint file General Information Resources 0
R Customer Satisfaction - No Surveys or Phone Questions - System implementation ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 17
Marc Customer Surveys - Validity? Fraud? Are they really of any value? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
M Customer Satisfaction: We're Doing Surveys - What Else Should We Do? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
Sean Kelley How to measure customer satisfaction? Sending out surveys by email? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 21
D Customer Surveys and Feedback - Company ScoreCard Report Misc. Quality Assurance and Business Systems Related Topics 9
V Customer Survey Software - Software or a web host to perform customer surveys Quality Assurance and Compliance Software Tools and Solutions 2
A Employee and Customer Satisfaction Surveys ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
L Customer Satisfaction Surveys - Examples Attached ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 52
B Retention Samples when Customer Leaves Pharmaceuticals (21 CFR Part 210, 21 CFR Part 211 and related Regulations) 1
M Email Template that go to a customer and then get returned to us for RMA/Warranty Document Control Systems, Procedures, Forms and Templates 1
B FCA US Customer Specific IATF 16949- Critical Characteristics 8.6.2 Customer and Company Specific Requirements 0
D ISO 13485 8.2.1 and 8.2.2 - Customer Feedback and Customer Complaints ISO 13485:2016 - Medical Device Quality Management Systems 5
J Customer Complaint Response 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 3
V Quality review Meeting with Customer for complaints we received Customer Complaints 6
D IATF16949 - Interpretation of Customer Requirements clauses Elsmar Cove Forum Suggestions, Complaints, Problems and Bug Reports 2
S Obligation to accept customer audits? IATF 16949 - Automotive Quality Systems Standard 23
D IATF16949 7.5.3.2.1 Record Retention - Our Product or Customer Product? Elsmar Cove Forum Suggestions, Complaints, Problems and Bug Reports 1
S Customer Specific Requirements (CSR) not signed/approved IATF 16949 - Automotive Quality Systems Standard 17
B FCA US IATF 16949 Customer Requirements updates Customer and Company Specific Requirements 3
G Same parts but new customer - What will the auditor ask me? IATF 16949 - Automotive Quality Systems Standard 2
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
G Self Assessment Audit from a new potential customer General Auditing Discussions 3
P Customer Corrective Action Requests in OASIS? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
Ooi Yew Jin Customer E audit preparation Quality Manager and Management Related Issues 2
qualprod Managing a "special" customer into the QMS? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
C Certificate of Conformance Form - COC for each customer a controlled document? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
R Who is the customer in the ISO/IEC 17025:2017? ISO 17025 related Discussions 1
BeaBea ISO 9001 Customer Feedback Methods - What has worked for your company? Service Industry Specific Topics 17
T Root Cause Failure Analysis - Not following Customer packaging Specification Problem Solving, Root Cause Fault and Failure Analysis 5
V Customer Print Specifications on PFMEA FMEA and Control Plans 13
S Issuing of CoC to Customer in a Word or Excel format ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
D Design Transfer Template capturing Customer Specific Requirements Other Medical Device Related Standards 3
W Direct to customer export of medical device (class I: prescription lenses + frame) US Food and Drug Administration (FDA) 2

Similar threads

Top Bottom