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This thread is carried over and continued in the Current Elsmar Cove Forums
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The New Elsmar Cove Forums
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 The New Elsmar Cove Forums
 QS-9000
 Measuring Customer Satisfaction and Dis-Satisfaction
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| Author | Topic: Measuring Customer Satisfaction and Dis-Satisfaction |
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Bill Smith Forum Contributor Posts: 20 |
posted 10 July 1998 04:31 PM
   
I am looking for some help on how to best show the difference between the measurment of Customer Satisfaction and Dis-satisfaction. We currently track a number of performance measurables that are important to us such as internal and external PPM rates, but we were hit during our audit for only tracking Dis-Satisfaction, We tried to make the connection that if we are meeting our goals and improving our performance we would by default be satisfying the "Customer". And we were shot down. So any help on how it's being done elsewhere would be very much apprecieated.
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Marc Smith Cheech Wizard Posts: 4119 |
posted 11 July 1998 01:52 AM
How about the old standards? Address customer Satisfaction through customer surveys and feedback to your sales organization. IP: Logged |
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Howard Atkins Forum Wizard Posts: 202 |
posted 11 July 1998 02:13 AM
Customer surveys are Ok but for a small company to send a questionaire to one of the Big 3 is a problem, even though they should reply this is not guaranteed. It is possible to say that if they do not reply then they are satisfied. Personal contact could be the answer , or requalar visits to the customer or telephone calls that are logged. A lot of our customers like me to phone once a month just to ask if every thing is OK. IP: Logged |
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barb butrym Forum Contributor Posts: 637 |
posted 11 July 1998 03:11 PM
communication is the key, whether survey or phone or visit..You need to determine what the customer's needs are besides the obvious "good stuff cheap"..and of course on time....and measure your success accordingly. You cannot determine inside a black box what the answers are. IP: Logged |
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Marc Smith Cheech Wizard Posts: 4119 |
posted 06 February 2001 11:33 AM
How about some more comments on Customer Satisfaction, not that the requirement has 'matured' somewhat? IP: Logged |
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SteelMaiden Forum Contributor Posts: 28 |
posted 06 February 2001 02:56 PM
You know those supplier rating results that your customers are always sending to you? Probably once a quarter if you are automotive. There you go, that is a great benchmark, add your own surveys that you send out, comments that your sales, shipping, and QA functions hear during phone conversations, and whatever feedback your traveling sales force brings back. (our co. has the outside sales force send in weekly reports in which they summarize each visit they made). You might be surprised how much feedbakc you actually get once you start digging. IP: Logged |
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Al Dyer Forum Wizard Posts: 622 |
posted 06 February 2001 05:45 PM
We are in the position where our customer is also our supplier. (consigned product) We use a scored customer follow up sheet for each type of contact we have with the customer. This document is also used to drive continuous improvements, preventive action, and corrective actions. On top of that, we ask our customer do define for us what their expectations are and use their "supplier development" data as our "customer satisfaction/dis-satisfaction" measurements. How we perform supplier development on our customer is another topic for another forum, it's not pretty. ASD... [This message has been edited by Al Dyer (edited 06 February 2001).] IP: Logged |
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