Re: How to Increase Customer Satisfactory Rating?
After many years of trying to measure and improve Customer satisfaction I am not sure this is possible in the 'true' sense. In my view all metrics employed to gauge customer satisfaction are in fact measurements of dissatisfaction. e.g. PPM failure rate, line side incidents etc.
I have tried many different methods to get a measure of satisfaction but each was met with the same or similar response from the Customer. "Please don't contact me unless there is an issue, as I am too busy"!
To get past this I decided some years ago to re-focus the actions taken to try to change the negative situation created by a complaint into a positive. This has been achieved mainly by emphasizing metrics and actions to achieve them based on speed, accuracy and effectiveness of responses to the Customer. e.g. response time to install effective containment, response time to install effective countermeasures, repeat incident prevention etc.
Focus on these metrics has yielded positive response from Customers who appreciate that whilst problems may occur, when they do, the best that can be achieved from the Supplier point of view is to minimize the disturbance at the Customer site and resolve that issue as quickly, efficiently and effectively as possible.