How can I monitor customer satisfaction?

[MichaelMPerez]

Questionnaires would be a best option

 

[dsanabria]

Excerpt from AS9100C - 8.2.1

:Information to be monitored and used for the evaluation of customer satisfaction shall include, but is not limited to, product conformity, on-time delivery performance, customer complaints and corrective action requests. Organizations shall develop and implement plans for customer satisfaction improvement that address deficiencies identified by these evaluations, and assess the effectiveness of the results.

NOTE Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and dealer reports."

First: Why do people rely on the bias and perception of customers that will provide incomplete, inaccurate, misleading and erroneous information>

Second: You should know if your customer is satisfy by looking at your internal metrics and meet the customer requirement - Quality and on time (plus an effective system that will allow you to maintain competition).

Third - If you go to the top of the page and click "Post Attachment Files" and do a search for Customer - you will find formulas to calculate customer satisfaction which does not depend on the mis - representation of a customer that had a bad day.

 

[howste]

Excerpt from AS9100C - 8.2.1

:Information to be monitored and used for the evaluation of customer satisfaction shall include, but is not limited to, product conformity, on-time delivery performance, customer complaints and corrective action requests. Organizations shall develop and implement plans for customer satisfaction improvement that address deficiencies identified by these evaluations, and assess the effectiveness of the results.

NOTE Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and dealer reports."

First: Why do people rely on the bias and perception of customers that will provide incomplete, inaccurate, misleading and erroneous information>

Second: You should know if your customer is satisfy by looking at your internal metrics and meet the customer requirement - Quality and on time (plus an effective system that will allow you to maintain competition).

Third - If you go to the top of the page and click "Post Attachment Files" and do a search for Customer - you will find formulas to calculate customer satisfaction which does not depend on the mis - representation of a customer that had a bad day.

Let's start with the root of the question: What is customer satisfaction?

3.9.2 customer satisfaction

customer’s perception of the degree to which the customer’s expectations have been fulfilled

Note 1 to entry: It can be that the customer’s expectation is not known to the organization, or even to the customer in question, until the product or service is delivered. It can be necessary for achieving high customer satisfaction to fulfil an expectation of a customer even if it is neither stated nor generally implied or obligatory.

Note 2 to entry: Complaints are a common indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction.

Note 3 to entry: Even when customer requirements have been agreed with the customer and fulfilled, this does not necessarily ensure high customer satisfaction.

First - Only the customer knows if they're satisfied. That's why we ask them. As with any population, there will be some outliers - we don't necessarily need to satisfy every customer, and we can filter out some of the data we don't believe is reliable. We should also look at other metrics that may indicate from their behavior some level of satisfaction, such as repeat orders.

Second - See Note 3. Internal OTD and quality metrics (by definition) do not equal customer satisfaction metrics. Also notice that ALL of the items mentioned in the AS9100 note above include information from customer(s), not from internal sources. Internal data is important for our QMS too, but customer information/feedback (by definition) must be included to have customer satisfaction metrics.

 

[dsanabria]

Let's start with the root of the question: What is customer satisfaction?

First - Only the customer knows if they're satisfied. That's why we ask them. As with any population, there will be some outliers - we don't necessarily need to satisfy every customer, and we can filter out some of the data we don't believe is reliable. We should also look at other metrics that may indicate from their behavior some level of satisfaction, such as repeat orders.

Second - See Note 3. Internal OTD and quality metrics (by definition) do not equal customer satisfaction metrics. Also notice that ALL of the items mentioned in the AS9100 note above include information from customer(s), not from internal sources. Internal data is important for our QMS too, but customer information/feedback (by definition) must be included to have customer satisfaction metrics.

FROM ISO / TS 10004: 2010

4 Concept of customer satisfaction

Customer satisfaction is determined by the gap between the customer's expectations and the customer's perception of the product as delivered by the organization.

To achieve customer satisfaction, the organization should first understand the customer's expectations. These expectations might be explicit or implicit, or not fully articulated.

Customer expectations, as understood by the organization, form the primary basis of the product that is subsequently planned and delivered.

The extent to which the delivered product is perceived by the customer to meet or exceed expectations determines the degree of customer satisfaction.

It is important to make a distinction between the organization's view of the quality of the delivered product and the customer's perception of the delivered product, because it is the latter that governs the customer's
satisfaction.

The relationship between the organization's and the customer's views on quality is further described by the conceptual model of customer satisfaction, as presented in Annex A.

Since customer satisfaction is subject to change, organizations should establish processes to monitor and measure customer satisfaction on a regular basis.

 

[Peter Fraser]

Has anyone considered this question in relation to the ISO000:2015 definition of a "customer": customer = person or organization that could or does receive a product or a service that is intended for or required by this person or organization. EXAMPLE Consumer, client, end-user, retailer, receiver of product or service from an internal process, beneficiary and purchaser. A customer can be internal or external to the organization.
Personally, I can't relate to it...