K
Hello All,
I wonder if you could help?
We have just had our 2nd surveillance visit and it went well, apart from the fact that the external auditor raised a non confomance regarding Customer Satisfaction. I have included his exact comment below...
'The organisation needs to review the methods used to define its perception of customer satisfaction, and to demonstrate such perception with effective data'.
We are an IT company that provides middleware software for the Health Service.
We are currently, using e-forums, have a support centre that customers contact with any issue, have user groups where customers are invited to come and discuss whatever they want with us, have a database that customers can suggest enhancements to the s/w and where we log bugs, 2 of our quality objectives are customer satisfaction related and we have a customer satisfaction survey due to be distributed to customers in the next 6 weeks.
The auditor still raised the non conformance, but when asked what he suggested we do in addition, he just said 'read the standard'! Which as you can imagine was rather unhelpful.
So I was wondering what everyone else is doing to monitor / measure customer satisfaction in their organisation and whether they would be willing to share any ideas with me?
I hope you can help.
Thanks
Kate.
I wonder if you could help?
We have just had our 2nd surveillance visit and it went well, apart from the fact that the external auditor raised a non confomance regarding Customer Satisfaction. I have included his exact comment below...
'The organisation needs to review the methods used to define its perception of customer satisfaction, and to demonstrate such perception with effective data'.
We are an IT company that provides middleware software for the Health Service.
We are currently, using e-forums, have a support centre that customers contact with any issue, have user groups where customers are invited to come and discuss whatever they want with us, have a database that customers can suggest enhancements to the s/w and where we log bugs, 2 of our quality objectives are customer satisfaction related and we have a customer satisfaction survey due to be distributed to customers in the next 6 weeks.
The auditor still raised the non conformance, but when asked what he suggested we do in addition, he just said 'read the standard'! Which as you can imagine was rather unhelpful.
So I was wondering what everyone else is doing to monitor / measure customer satisfaction in their organisation and whether they would be willing to share any ideas with me?
I hope you can help.
Thanks
Kate.
. I talked to the salesman who worked with me, and told him how pleased I was, but I never sat down and returned their survey.