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Obtaining information from Customers for Monitoring Customer Satisfaction

P

potdar

#11
#11
You behave no differently when you sit in the customer's chair.

I am a customer. We make steel in a 25 mtpa plant. I have about 28000+ approved suppliers for sourcing various inputs and services. When they come and ask my team for 'rating on a scale of 1-5' or some such silly questions, the standing orders are to throw them in the steel melting furnace.

Same policy is followed by my sales counterpart. When he is approached by any silly ISO certified guys buying few 100 tons a year asking for a factory visit to 'assess and record' our capability as a supplier, similar fate awaits them.
 
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P

potdar

#12
#12
Apart from customer complaints, many customers also issue commendations and appreciation letters to their suppliers. Preserve and file them. Their retention period is 'forever'. These are the best measures / indicators of customer satisfaction.

Other satisfaction measures are:

Record of inclusion in approved vendors list.
Periodic performance appraisal sent (if any).
Specific improvement suggestions and action taken reports.
New product sample approval reports and regular supply orders.
Records of collaborative improvement activities.
Improvement case studies presented to the customers and comments received.
Any other unsolicited positive customer feedback.
 
P

Pazuzu - 2009

#13
#13
potdar said:
Apart from customer complaints, many customers also issue commendations and appreciation letters to their suppliers. Preserve and file them. Their retention period is 'forever'. These are the best measures / indicators of customer satisfaction.

Other satisfaction measures are:

Record of inclusion in approved vendors list.
Periodic performance appraisal sent (if any).
Specific improvement suggestions and action taken reports.
New product sample approval reports and regular supply orders.
Records of collaborative improvement activities.
Improvement case studies presented to the customers and comments received.
Any other unsolicited positive customer feedback.
Click to expand...
Yes, I already collect the unsolicted emails and testimonials from customers saying a big "thank you". Having them go out of their way to provide that is the greatest of compliments. You have some great concepts in that list. :thanx:
 
A

alekra

#14
#14
Besides ISO 10012 (that guides complaints evaluation), is there another standart for customer satisfaction evaluation?

Regards!
 
M

madannc

#15
#15
My question to you all is...what sort of methods do you employ to obtain information from your customers so that it can be reviewed and present sufficient proof of customer satisfaction/dissatisfaction??[/QUOTE]

My thoughts

There are various ways to obtain customer feedback that you probably already have

Customer complaints, how many, trends
Service Reports
Installation Details
Input to Product Develpment (should have some customer need at input stage maybe Kano model)
Competitor Information what are your competitors providing in terms of service (QFD type activities employed at time of concept)
I could go on but I hope you are getting picture

If you can demonstrate that this information is analysed and acted upon (management reviews, new prod development etc)
You can show that you have the VOC (Voice of Customer) as an integral part of your business and provide objective evidence of this.

I hope this helps

Nigel

"A sheep walks into a pub, the barmen says, "oi... ewe you are baaaaaaarred"
 
A

al40

Quite Involved in Discussions
#16
#16
We have had similiar problems since a majority of our customers are DoD and they can't fill out surveys based on their internal polices. I have however went a step farther and created a matrix showing who our customers are and what input we can receive i.e. survey, phone call, etc. This has pleased our auditors that we're showing that we are trying to contact our customers in some form or another.

Best regards,

Al40
 
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