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Other ways to Measure Customer Perception apart from Surveys

B

Bill Marshall

#11
#11
I'd like to highlight the difference between measuring and monitoring as the requirement in the standard is to monitor satisfaction, not to measure it.

Measuring is the process of analysing quantifiable data, and monitoring is the process of analysing qualitative data.

Satisfaction data may be quantative or qualitative but in both cases the management team should be aware of what the customers think of the service, independent of any delivery performance metrics. The team can then decide whether the customer's opinions are important enough to take into account.

I deal with several organisations who get informal feedback from their clients, but formally address this in regular Management Meetings with an Agenda Item "Customer Feedback".

This can be more revealing and useful to the management team's decision process than a standard questionnaire.
 
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T

tomvehoski

#12
#12
I go much more with the qualatative monitoring.

Bad indicators
How many customer complaints came in?
- Repeating from the same customer?
Any threats of resourcing?


Good indicators
Any "thanks so much for getting that turned around quickly"?
Increased orders
Increased requests for quotes
Not hearing from them?

I pretty much go around the room during Management Review and see what comments the team has, and record them. Any complaints are handled through our NC tracking system, so I will try to compile some data from that too.

I never try to establish "Customers are XX% happier this year". It is not really a useful measure.
 
J

JaneB

#13
#13
tomvehoski said:
I go much more with the qualitative monitoring.
Click to expand...
Me too.
I rarely bother to fill in surveys any more. I decided that they rarely ask the sort of questions I want to answer, and there's no sign for me that anyone reads them or takes any notice of what I took the time to write. Even when they promise you a response...

I'd far rather have a conversation with a real person, any day.
 
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