Seeking Options, Opinions, and Ideas on Customer Satisfaction

CarolX

Super Moderator
Super Moderator
#1
looking for some options/opinions/ideas on customer satisfaction

Looking for a little help from my friends.


Customer Satisfaction


The issue:

8.4 (a) states that we shall collect and analyse data relating to customer satisfaction.

The current method:

Weekly face-to-face meeting with customer representatives. We have 3 outside Sales Engineerings and that is 85 percent of what they do. We want to know weekly how we are doing, any "potential problems", any new products in the pipe, etc. Personal service!

The dilemma

We don't want to bog down our customers with satisfaction surveys. We will not make calls to our customer to survey their satisfaction. How do we comply with this issue? How else can this be done? How have others done it?


:frust: :frust: :frust:

Thanks All!
CarolX :confused:
 
Elsmar Forum Sponsor
R

Russ Kochis

#2
CarolX
I assume this face-to-face meetings discuss, among other things, the customer’s “perceptions” of your organization’s quality performance.

8.2.1 states “The methods for obtaining and using this information shall be determined”.
Face-to-face meetings are probably the best method for this. It sounds like you have determined the methods for obtaining information if the methods of using the information have been determined (and the inclusion in management review), I think you have the requirements covered.
Russ
 
J
#3
Agree

I Agree with Russ. Looks like you have it covered.

As long as you document the meetings in some way, I can't see there being a problem.

James
 

Scott

S/W QUALITY
#4
Negative Response = A Happy Customer

A few weeks ago my wife had surgery and was in the hospital for 4 days. I stayed with her during this time (24 hours a day) and just observed how the nurses and support folks did their jobs.

When it came for her to checkout they handed her a card and said, "We want you to call the head nurse only if our service and your total stay was not excellent".

I had to laugh at this as this hospital has signs all over saying how they were awarded all these customer service things and how great they were.

Since most people are not going to call a nurse to complain in the first place and then to decipher "excellent" when you are not feeling well I could see how their service could be rated excellent.

It did not prove anything to me but goes to show where there is a will there is a way to make ducks look like geese every time.

No help here on you dilema but wanted to share this.
 

CarolX

Super Moderator
Super Moderator
#5
got that covered

Thanks for the responses.

Yeah, I think I am ok with 8.2.1, but the problem I have is with 8.4 (a), Anaysis of Data, customer satisfaction. The standard states we "shall determine, collect and analyse appropriate data....".
We do not collect any data. The Sales Engineers don't even do trip reports. We really found those to be a waste of time.

A little background might help...

We are a sheet metal fabricator, working in a "Just-in-Time" enviroment, with less than 50 people total. Because of our size, the right hand usually knows what the left hand is doing.

:frust: :frust: :frust:

I am really begining to dislike 9K2K.


Scott,

Thanks for sharing that. It probably sums up WHY we won't do customer surveys.


:bonk:

CarolX
 

Mike S.

Happy to be Alive
Trusted Information Resource
#6
Carol,

Sounds like you are doing a good job getting input from the customers, but the "collect and analyze" part is a hiccup. How about making a simple form for "collection" -- electronic or paper -- for the sales guys to complete after each meeting. A very simple checklist or scorecard might do it -- fast and easy. Maybe room to add comments if anything unusual needs addressed. Kind of a "lean" trip report.

Then someone (you?) analyzes these and determines what, if any, action to take.

Just one of many ways to do it.

Mike S.
 

SteelMaiden

Super Moderator
Super Moderator
#7
Carol,

Do your people fill out some sort of call report to send back in to cover the customers they have seen and information they have collected during the week? If so, you can use those call reports to analyze, measure, monitor and set up improvement objectives.

That is how I've covered those requirements in the past (QS) so I am assuming that it will fly for the 2000 std.
 
A

Aaron Lupo

#8
This is what I have provided for our Marketing Department. I have yet to hear anything back from them, but thats a story for another time.
 

Attachments

Last edited by a moderator:
M

Michael T

#9
Yep - what she said...

Hi Carol,

Yep - like Steel mentioned. How about a contact report? From this information a database can be created & maintained and reported out during Management Review (or sooner if you like). Bingo - you're covered... :smokin:

I'm attaching a copy of our contact report that the sales guys fill out when they visit a customer. This captures a variety of data and can be sent via e-mail as an attachment or printed out and handed into the Marketing Dept. Ultimately, they end up in my lap for entering into the database, from which I generate my reports.
 

Attachments

J
#10
Look at What you Already Have...

Being in a similar position, I definitely know where your coming from. We do Job job work, on short lead times, and try to remain lean and flexible. We are currently in the process of registering (QS).

You may already have some good info for analysis. For instance, business level by customer can give indication of customer satisfaction (measured against the economy as a whole of course). If business is increasing, that is a good thing, they must be satisfied.
Customer complaint form is also a quick way to gain insite.

Maybe give you Reps a quick checklist to be filled out during their Face to Face meetings. Keep it short and sweet. Maybe 6-10 items. Give them an idea of what you want and let them design it. That way they can use it to guide the conversation and get the best input. Put this info in a database and report the results.

Hope this sounds ok (early on a Sarurday)

James
 
Thread starter Similar threads Forum Replies Date
W Seeking Guidance Verification Test Strategy for Class B Medical Devices IEC 62304 - Medical Device Software Life Cycle Processes 1
M Seeking advice regarding use of off-the-shelf (OTS) batteries Other Medical Device and Orthopedic Related Topics 4
A ISMS - Seeking VAPT Consultant Food Safety - ISO 22000, HACCP (21 CFR 120) 1
M Medical Device Directive - Seeking common nonconformance write up scenarios CE Marking (Conformité Européene) / CB Scheme 2
silentmonkey Seeking efficient method to manage install base data Manufacturing and Related Processes 0
K Seeking ISO 13485 Registrar Recommendations Registrars and Notified Bodies 15
R Tapping problems - 3/8" hot roll pickled & oiled steel - seeking expertise Manufacturing and Related Processes 15
S Responsibilities between government owner and private subcontractor of a power plant seeking ISO 9001 certification ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
B Seeking for an example or a template of a Business Plan Service Industry Specific Topics 3
B Health Canada Recall Definition - Seeking Clarification Canada Medical Device Regulations 5
W Seeking Returned Merchandise Procedure Customer Complaints 1
QMMike New Trend of not seeking Official ISO 9001 Registration ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 33
R Clinical Evaluation according to MEDDEV 2.7.1 (Rev 4) - seeking template ISO 13485:2016 - Medical Device Quality Management Systems 6
T ISO 9001:2015 Training for Management Team in NM - Seeking Suggestions and Providers ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
D Seeking Corrective Action Process Examples Nonconformance and Corrective Action 3
M AS9102 Training - Seeking third party agency that provides online AS9102 training AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 1
F Seeking Internship/Co-op Opportunities in Regulatory Affairs/QA/Clinical Domain (USA) Career and Occupation Discussions 4
L Seeking help in Basic Maintenance Knowledge Manufacturing and Related Processes 4
M Seeking opinion for ISO14001 team activity ISO 14001:2015 Specific Discussions 3
smryan Seeking good 2D barcode add-in for Excel Excel .xls Spreadsheet Templates and Tools 6
Sean Kelley Seeking Feedback on ASQ Guide to Failure Mode and Effect Analysis FMEA and Control Plans 2
S Seeking examples of Nonconforming Materials Nonconformance and Corrective Action 5
Sean Kelley Seeking Quality Training for Quality Technicians Training - Internal, External, Online and Distance Learning 1
P Seeking Information on ISO 15504 - Information Technology Process Assessment Other ISO and International Standards and European Regulations 3
K Seeking NDT Training and Certifications Inspection, Prints (Drawings), Testing, Sampling and Related Topics 3
Chennaiite Cause Analysis for Verification/Validation Failures - Seeking Opinions Problem Solving, Root Cause Fault and Failure Analysis 3
Q Seeking Examples of current ISO/TS 16949 Training Procedures IATF 16949 - Automotive Quality Systems Standard 2
Ron Rompen Seeking Test Lab which can do 1440 Hour Accelerated Weathering Characteristics Misc. Quality Assurance and Business Systems Related Topics 1
Sean Kelley Seeking Ballooned PFMEA and Control Plans for Training FMEA and Control Plans 4
B Seeking help in answering Australia Tax Withholding Declaration Coffee Break and Water Cooler Discussions 1
H ASQ CQE Exam Review Workshop - Seeking Volunteers! September 2013 ASQ, ANAB, UKAS, IAF, IRCA, Exemplar Global and Related Organizations 7
N Seeking information on use of Byotrol Cleaning Chemicals in Pharma Industry Manufacturing and Related Processes 1
M Seeking input for a process-based quality management system training course ISO 13485:2016 - Medical Device Quality Management Systems 1
B Seeking help in writing marketing message Career and Occupation Discussions 12
B Seeking help in writing an audit report that can stand on the court Internal Auditing 6
S AAMI EC57 for ECG Medical Device - Seeking 3rd Party Test Laboratory US Food and Drug Administration (FDA) 5
W Seeking a Freelance Mechanical Inspector - Source Inspection in Bangalore, India AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 1
V Seeking Internal Audit Plan form or template Internal Auditing 5
W X-ray based NDT Test Equip. Mfger. seeking CE Mark - Must X-Ray Source be included? CE Marking (Conformité Européene) / CB Scheme 5
F Quality Awareness Sessions - Seeking Ideas and Presentation Material Quality Manager and Management Related Issues 4
S Seeking to learn English Video and Suggestions - I am Chinese Coffee Break and Water Cooler Discussions 9
D Seeking material on the Construction Process in IEC 62304 IEC 62304 - Medical Device Software Life Cycle Processes 3
T I'm seeking ISO 13485:2003 Supplier Audit Checklist Supplier Quality Assurance and other Supplier Issues 1
V DIS Inspect software for our CMM Operations - Seeking Contact Information Calibration and Metrology Software and Hardware 3
R "RUO" (Research Use Only) Medical Device now seeking Clinic Use 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 5
R Seeking Medical Device Registration Process in Korea Other Medical Device Regulations World-Wide 4
D Seeking Equipment Verification Standard Procedure books/guide/links Book, Video, Blog and Web Site Reviews and Recommendations 1
H Seeking Volunteers to particpate in ASQ Exam Review Workshop in September! ASQ, ANAB, UKAS, IAF, IRCA, Exemplar Global and Related Organizations 0
K Seeking copies of CBOK and PMBOK Quality Manager and Management Related Issues 4
J Seeking advice on how to handle a Special Process Nonconformance AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 12

Similar threads

Top Bottom