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

[Colin]

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

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.

Oh please let it be true that we see an end to ineffective surveys!!

 

[BradM]

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

Oh please let it be true that we see an end to ineffective surveys!!

Good point. I like your statement about ineffective surveys. A survey, or set of standardized questions are OK, if they are valid and reliable. So many times,though, people don't spend the time to develop good surveys.

FWIW-the academic community struggles with similar issues-how to get data. So many companies have clammed up to the point it's difficult getting information out of them. Where 10-20% return rates were considered unacceptable are now allowed (given adequate non-response bias evaluation).

 

[Stijloor]

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

Good point. I like your statement about ineffective surveys. A survey, or set of standardized questions are OK, if they are valid and reliable. So many times,though, people don't spend the time to develop good surveys.

FWIW-the academic community struggles with similar issues-how to get data. So many companies have clammed up to the point it's difficult getting information out of them. Where 10-20% return rates were considered unacceptable are now allowed (given adequate non-response bias evaluation).

JUST OPINION STUFF: I think having a clause such as this does more harm than good. Any takers in my opinion?

General surveys don't work very well because they treat all customers the same while the perception of quality/service is unique to each customer. I found that one-on-one (face-to-face) conversations work best. I understand that this approach does not work in all situations, but many folks here at The Cove Forums work for organizations where the personal (one-on-one) would work.

Stijloor.

 

[E Wall]

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

Now, some of these may be more 'indicators' than measures in themselves but I consider...

Please also remember that your organzation most certainly has expectations used for your own vendors. Check what they are and apply those applicable to your customers. Example:

If you were the customer, on-time delivery of correct ordered part and qty would probably be high on the list. So...measure yourself against these same expectations. If customer reports missing or incorrect parts, you can use this feedback however do not assume that just because you don't hear from them that all is well. They may very well have just cut there losses and moved on to another supplier. Naturually, this ties back to the repeat business mentioned earlier.​

Hope you have enough to move forward with. I know in our company they also apply the 80/20 rule. Truely close to 20% of our customer account for ~80% of our business. Our teams review a percentage of those 20% customers each year in detail. This is much more manageable. Naturally, whatever communication initiated from any of the customers is also included in the metric.

Regards,
E

 

[BradM]

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

General surveys don't work very well because they treat all customers the same while the perception of quality/service is unique to each customer. I found that one-on-one (face-to-face) conversations work best. I understand that this approach does not work in all situations, but many folks here at The Cove Forums work for organizations where the personal (one-on-one) would work.

Stijloor.

Totally agree! That, however, is subjective, and may be difficult, impractical, or simply not much use to document/quantify. However... you have this clause that states thou shalt....

 

[Stijloor]

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

Totally agree! That, however, is subjective, and may be difficult, impractical, or simply not much use to document/quantify. However... you have this clause that states thou shalt....

Brad,

During the interaction, you can still ask questions such as: "On a scale from 1-5, how do you rate our......"

We do have options other than the surveys that everyone hates....

Stijloor.

 

[potdar]

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

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.

Few years back in one of the audits, when questioned about customer satisfaction, my auditee took off his shelf a big box file. Inside there were neatly filed unsolicitated letters of appreciation received from various customers, starting 1966 onwards. To add, he showed details of followups of any customer complaints and issues raised.

Audit topic closed. Not a single word uttered.

 

[humtum1977]

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

well check this out i have attached feedback analysis in excel,

for me it seems ok because i have put all the feedback response in a single sheet by which we can easily identify which area organization is weak.

Just have a look and let me know your response, do i have to modify this or is it really required to make these kind of analysis, just your comments
pls


regards.

 

[CliffK]

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

well check this out i have attached feedback analysis in excel,

for me it seems ok because i have put all the feedback response in a single sheet by which we can easily identify which area organization is weak.

Just have a look and let me know your response, do i have to modify this or is it really required to make these kind of analysis, just your comments
pls


regards.

You don't have enough responses for meaningful statistical analysis.

You would get more benefit by contacting the happy and unhappy customers and finding out what has made them that way.

 

[BradM]

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

You don't have enough responses for meaningful statistical analysis.

You would get more benefit by contacting the happy and unhappy customers and finding out what has made them that way.

Agreed. It's possible that using non-parametric (maybe a sign test), you might could ascertain some value from 12 responses. However, you would have to have confidence that the 12 you received were representative of the population.