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  Measuring Customer Satisfaction and Dis-Satisfaction

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Author Topic:   Measuring Customer Satisfaction and Dis-Satisfaction
Bill Smith
Forum Contributor

Posts: 20
From:El Paso, Texas

posted 10 July 1998 04:31 PM     Click Here to See the Profile for Bill Smith   Click Here to Email Bill Smith     Edit/Delete Message   Reply w/Quote
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
From:West Chester, OH, USA

posted 11 July 1998 01:52 AM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
How about the old standards? Address customer Satisfaction through customer surveys and feedback to your sales organization.

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Howard Atkins
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Posts: 202

posted 11 July 1998 02:13 AM     Click Here to See the Profile for Howard Atkins   Click Here to Email Howard Atkins     Edit/Delete Message   Reply w/Quote
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.

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barb butrym
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Posts: 637
From:South Central Massachusetts

posted 11 July 1998 03:11 PM     Click Here to See the Profile for barb butrym   Click Here to Email barb butrym     Edit/Delete Message   Reply w/Quote
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.

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA

posted 06 February 2001 11:33 AM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
How about some more comments on Customer Satisfaction, not that the requirement has 'matured' somewhat?

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Forum Contributor

Posts: 28
From:NC, USA
Registered: Jan 2001

posted 06 February 2001 02:56 PM     Click Here to See the Profile for SteelMaiden     Edit/Delete Message   Reply w/Quote
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.

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Al Dyer
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Posts: 622
From:Lapeer, MI USA
Registered: Oct 2000

posted 06 February 2001 05:45 PM     Click Here to See the Profile for Al Dyer   Click Here to Email Al Dyer     Edit/Delete Message   Reply w/Quote
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.


[This message has been edited by Al Dyer (edited 06 February 2001).]

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