Setting Targets (Objectives) for Customer Satisfaction

R

Ron Tollett

#1
Would anyone have any ideas on how to set targets for Customer Satisfaction?

Much Appreciated.
 
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RoxaneB

Super Moderator
Super Moderator
#2
Re: Customer Satisfaction

Would anyone have any ideas on how to set targets for Customer Satisfaction?

Much Appreciated.
Have you tried doing a search? I did and this list appeared: Customer Satisfaction

If you scroll through, you'll find topics on how to measure without doing surveys, using surveys to set goals, improving customer satisfaction, etc.
 
Last edited by a moderator:

Howard Atkins

Forum Administrator
Staff member
Admin
#3
Re: Customer Satisfaction

Would anyone have any ideas on how to set targets for Customer Satisfaction?

Much Appreciated.
Find out what is important to your customers and then aim to achieve that:agree1:

There are many ways of measuring satisfaction and this often depends on the industry/customers.

For a manufacturing company which is selling to business I would suggest:
  • A level of On Time Delivery- preferably 100%
  • Reduction of customer concerns from the previous year
  • Speed of reply
But first see what your customers want
 

Randy

Super Moderator
#5
Re: Setting Targets for Customer Satisfaction

In the end the best I've ever seen was still a S-W-A-G mainly because there is never 100% participation and the methods always have too many variables
 
R

Ron Tollett

#6
Re: Setting Targets for Customer Satisfaction

Hi Randy. I googled SWAG and did not come up with anything. Could you elaborate, please?
 

Steve Prevette

Deming Disciple
Staff member
Super Moderator
#9
I'll post my usual comment whenever targets come up:

Consider the use of SPC and directional targets. This is especially usefull for customer satisfaction, which can be a "soft" metric, such as a survey.

I've seen lots of surveys where the folks giving you the survey to fill out (car dealerships) pressure you to fill out the most favorable results. Else, the dealership won't get the car selection you want from the supplier.

Better is to set directional goals - are where we are at on a control chart analysis of survey results (http://www.efcog.org/wg/esh_es/Statistical_Process_Control/docs/Survey_Analysis.pdf)

See also "The Tyrrany of Targets" http://www.efcog.org/wg/esh_es/Statistical_Process_Control/docs/tyranny_of_targets.pdf and Control Chart Dashboards http://www.efcog.org/wg/esh_es/Stat...nding_Primer/daytwo/21 Dashboards Day Two.pdf
 
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