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How to review Customer Satisfaction Clause when the Survey forms are not returned?

H

humtum1977

#1
hi all

What to do if customer does not give feedback for the CUSTOMER SATISFACTION REVIEW, i mean if customer does not give response for the
question that we had given to them four our cust. satisfaction review

well our company had customer satisfaction reveiw form to the customer and asked them to fill out and feedback us with their valuable answer, but only few customer had responded to it, is there any way to tackle it.

And can any one give me some attachment in excel or any other format how to review customer satisfaction question and how to make it effective.


thanks in advance
for your valuable responses.
 
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D

D.Scott

#2
Re: how to review customer satisfaction clause

hi all

What to do if customer does not give feedback for the CUSTOMER SATISFACTION REVIEW, i mean if customer does not give response for the
question that we had given to them four our cust. satisfaction review

well our company had customer satisfaction reveiw form to the customer and asked them to fill out and feedback us with their valuable answer, but only few customer had responded to it, is there any way to tackle it.

And can any one give me some attachment in excel or any other format how to review customer satisfaction question and how to make it effective.


thanks in advance
for your valuable responses.
It isn't unusual to have only a few responses to a survey. In national surveys done on products for advertising purposes we were lucky to get more than 10% response.

Customer satisfaction can be measured in a number of ways and your surveys should be only a part of your analysis. After all, if you keep pushing your customers to answer a survey, you may do more harm than good.

Try things like feed-back reports from your sales staff, contact information from your order or customer service department, data from quality issues like customer complaints. You can even get good feedback from your delivery drivers.

Look at customer satisfaction in a wider picture than simple surveys. Analyze all the data you receive from the customer as well as the information you can collect internally. You don't have to have a survey response from every customer.

Dave
 
C

CliffK

#3
Re: how to review customer satisfaction clause

Keep the survey form short and sweet; open-ended, even.

Make the form postage-paid.

Use telephone surveys.

Offer an incentive (participate in our survey and become eligible to win an ipod...)
 

Jen Kirley

Quality and Auditing Expert
Staff member
Admin
#5
Re: How to review Customer Satisfaction Clause when the Survey forms are not returned

Surveys are hugely tricky to design well, and we never really know things like:

1. Who filled them out
2. What had recently happened to help shape their input
3. If only happy, unhappy or ____ customers are returning them
4. If the data can be linked to actual performance issues (when, what happened etc)
5. What that trending is going to mean as far as business goals go.

And it's true that response rate is usually really low.

That's why I agree that the best kind of data is personally collected with a day or two of the service or goods placed in use date. That data can be collected in categories like knowledgeable customer service person, timeliness of solution, convenience, etc. that actually grades process performance. You can start to connect the dots to learn, for example, if your shipping carrier is providing what you need or a specific customer rep needs more empowerment.

Not every customer needs this phone call. If it's true that only 10% of surveys are returned, doing a 20% customer call sample is doubling your data collection rate.

If there was a problem, data should be collected every time. The data needs to record more details than a customer post-service cold call would have. After a "fix" was done, check back to make sure the problem was solved and record the results.

Yes this is a lot of work, but people are ripe and ready for some sensitive and effective customer service. Doing a good repair is almost as important as not making the mistake in the first place.
 
R

Rooch

#6
Re: How to review Customer Satisfaction Clause when the Survey forms are not returned

I agree with D. Scott.
We have never sent a survey out. If you read the standard it states "the org shall monitor information relating to customer perception as to whether the org has met customer requirments". I actually survey our own project mangers and sales personnel whom handle a project. I have them rate the customer perception has to how we performed, against the customers requirments. They are in a unique position to do so, because they have had direct contact with the customer during the project, and may have seen issues or problems that occured.
Secondly - I collect this data and chart our companies overall performance.
I have been certified for 3 years and just went through re-assesssment, and did not have an issue with this process.
Use the other things like repeat buisness and customer complaints as well, and this will give you a wider look at your customers perception.

Have a great day.
 

harry

Super Moderator
#7
Re: How to review Customer Satisfaction Clause when the Survey forms are not returned

On the subject of survey forms, a lot of people over in my country are not in the habit of returning such forms. There is nothing to stop you from:
1. Getting your sales or customer liaison people to hand it over to them and then collecting back the duly completed forms during sales visit. Often, it is because people never plan and they start jumping when they cannot get it back at the last minute.
2. There is nothing preventing you from conducting the survey over the phone, filled it up for them and if required, fax it over for them to sign and return it to you.

If you are seriously running out of time, focus your effort on the 20% of customers that account for 80% of your business volume.

With regards to other methods, the previous posts provide good examples.
 

Colin

Quite Involved in Discussions
#8
Re: How to review Customer Satisfaction Clause when the Survey forms are not returned

Customer feedback surveys have their uses - at the end of a training course you have a captive audience and as long as the form is quick and easy, we normally get them all back (besides, you can threaten not to send their certificate if they don't fill it in!! :D)

I am not a fan of them in most other situations. Along with other replies, I prefer to try other methods. Now, some of these may be more 'indicators' than measures in themselves but I consider:

  • Product returns
  • Credit notes raised
  • Repeat business
  • Market share
  • Complaints
  • Warranty claims
  • Service reports
  • Field failures
  • Program changes (IT)

It also depends on what type of business you are in e.g. service or product.
 
V

vanputten

#9
Re: How to review Customer Satisfaction Clause when the Survey forms are not returned

Change your method of collecting information on your cusotmers' perception of your organziation. Get rid of the suvey. Change your methodology.
 
J

JaneB

#10
Re: How to review Customer Satisfaction Clause when the Survey forms are not returned

hi all

What to do if customer does not give feedback for the CUSTOMER SATISFACTION REVIEW, i mean if customer does not give response for the
question that we had given to them four our cust. satisfaction review
Difficult, isn't it? You can't make them do it!

It's worth being aware of planned changes to this section in the revised version of ISO 9001 due for release later this year. Assuming it is approved as is, note that while the wording of the requirement has stayed exactly the same, the following clarifying Note appears directly after clause 8.2.1:

"NOTE Monitoring customer perception may 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, dealer reports."

I'm hoping this may go a long way toward ending the tired old belief that the only way to monitor customer satisfaction is surveys. And personally, I almost never respond to surveys.
 
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