How to Increase Customer Satisfaction Rating?

J

jm1231

#1
I know the fact that you need to have good quality of products and services to increase customer satisfactory rating. Do you have any suggestions or action plan to increase the ratings or have a minimal customer complaints or feedback? Thanks in advance for those who will post.
 
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M

Migre

#2
Re: How to Increase Customer Satisfactory Rating?

That's a fairly generic question jm1231 - one which could lead to huge replies if Cove regulars attempt to address it in full. What has prompted you to ask? Do you currently have a problem with lots of customer complaints and poor feedback? And what is the nature of your business?

In the most basic of terms, bear in mind the 3 key areas of quality, cost & time. Deliver a product or service in the agreed timescales, to the agreed quality levels and within agreed budgets and you're certainly heading in the right direction when it comes to customer satisfaction.
 

somashekar

Staff member
Super Moderator
#3
Re: How to Increase Customer Satisfactory Rating?

I know the fact that you need to have good quality of products and services to increase customer satisfactory rating. Do you have any suggestions or action plan to increase the ratings or have a minimal customer complaints or feedback? Thanks in advance for those who will post.
Customer satisfaction stems from overall business interaction and customer complaint is one of the major component. Simply check with the customer following :
1. How am I doing as you see ?
2. How are my products / services as you see ?
3. Are there any areas where you want to see me improve ?
With what answers you get make a action plan to work on them and get back to the customer after some defined period.
 
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J

jm1231

#4
Re: How to Increase Customer Satisfactory Rating?

I am doing action plan to improve customer satisfaction for our Quality Objective. I am looking of what else can I do to improve it. Genrally it is quality, cost and time but still wondering how?
 

qusys

Trusted Information Resource
#5
Re: How to Increase Customer Satisfactory Rating?

I know the fact that you need to have good quality of products and services to increase customer satisfactory rating. Do you have any suggestions or action plan to increase the ratings or have a minimal customer complaints or feedback? Thanks in advance for those who will post.
You could apply one of the 8 principle of ISO 9001: mutual beneficial relationship and partnership with your customer and supplier. Most companies write in their quality policy that they exceed Customer needs. I think that stay in strict touch with your customer to improve processes could be the right way to do so.:bigwave:
 

Ajit Basrur

Staff member
Admin
#6
Re: How to Increase Customer Satisfactory Rating?

I am doing action plan to improve customer satisfaction for our Quality Objective. I am looking of what else can I do to improve it. Genrally it is quality, cost and time but still wondering how?
Talk to the Customer representative and get to know their exact pain point. Once you know these pain points, develop actions around those to build their confidence.
 
R

ram4302

#7
Re: How to Increase Customer Satisfactory Rating?

Hi
You can create one format for measuring satisfaction of your customers which address all your customer needs,expectations and your own requirements.After getting the actual results you will come to know what is your current situation and you will get a clue to improve upon that.

Pl.refer the ISO 9001:2008 Clause no.8.2.1

All the best.
:thanx:

Ramachandran P
 

somashekar

Staff member
Super Moderator
#8
Re: How to Increase Customer Satisfactory Rating?

Customer satisfaction is about customer saying that he is satisfied with us rather than we telling that customer is satisfied to oursleves ~~~
There is no need of any rating we do and trying to increase the same. We must enhance our actions and responses such that customer increases his satisfaction being with us.
8.2.1 Customer satisfaction
As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.

This is what ISo9001 expects and there is no mention of any rating within this.
 
R

ram4302

#9
Re: How to Increase Customer Satisfactory Rating?

I am not asking to make some rating. But system need to be created for measuring the customer satisafaction.Unless we make it we don't know where do we start for improvement.

I emphasis system here.
:thanx:
 

Celtic Warrior

Involved In Discussions
#10
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.
 
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