The Elsmar Cove Business Standards Discussion Forums More Free Files Forum Discussion Thread Post Attachments Listing Elsmar Cove Discussion Forums Main Page
Welcome to what was The Original Cayman Cove Forums!
This thread is carried over and continued in the Current Elsmar Cove Forums

Search the Elsmar Cove!

Wooden Line
This is a "Frozen" Legacy Forum.
Most links on this page do NOT work.
Discussions since 2001 are HERE

Owl Line
The New Elsmar Cove Forums   The New Elsmar Cove Forums
  Marketing Issues in QS9000

Post New Topic  Post A Reply
profile | register | preferences | faq | search

UBBFriend: Email This Page to Someone! next newest topic | next oldest topic
Author Topic:   Marketing Issues in QS9000
Shane C
Lurker (<10 Posts)

Posts: 1
Registered: Apr 99

posted 30 April 1999 09:06 AM     Click Here to See the Profile for Shane C     Edit/Delete Message   Reply w/Quote
are there any other available means of assessing customer satisfaction apart from questionnaires and visits?
What type of documented processes are currently being used?

IP: Logged

Kevin Mader
Forum Wizard

Posts: 575
From:Seymour, CT USA
Registered: Nov 98

posted 30 April 1999 10:04 AM     Click Here to See the Profile for Kevin Mader   Click Here to Email Kevin Mader     Edit/Delete Message   Reply w/Quote

Many ways. Keep in mind there are two-sides to this coin. Customer Satisfaction and Customer Dissatisfaction. Both measures are important.

Two type of information can be obtained, inbound and outbound. Outbound is when your organization sends out a survey (questionaire) to gather the Voice of the Customer. Inbound data is obtained through Customer Reporting, inbound calls (unsolicited), anything that comes in without you doing anything. Generally speaking, complaints air high on this list, as you will often hear when you are doing poorly, rarely when you do things right. Both types of information is useful and important.

You mentioned visits, another form of outbound information gathering. Perhaps the best. With face to face meetings, you are able to develop better information. For instance, if you have a questionaire scaled 1 to 5, 5 being the best, you may receive a 3. The 3 becomes a hard number. You can not ask why (unless you make a follow-up call) while in a face to face meeting, you may ask/challenge the rating. You may determine that the 3 was in fact a 4, but rated only a 3 because of your "latest great mistake". Face to face, you can get a more objective answer.

Got to run to a meeting, so I'll turn it over to the group. If you have the means, you may want to look into an ASQ sponsored training event called 'Measuring and Managing Customer Satisfaction and Loyalty" to be held again in June 8-10 in Raleigh/Durham, NC. The cost is about $1000 per attendee, and is a good introduction to intermediate overview of concepts and techniques.



IP: Logged

Don Winton
Forum Contributor

Posts: 498
From:Tullahoma, TN

posted 30 April 1999 12:15 PM     Click Here to See the Profile for Don Winton   Click Here to Email Don Winton     Edit/Delete Message   Reply w/Quote
I do not know if this will help for QS 9000, but you also may want to see:



[This message has been edited by Don Winton (edited April 30, 1999).]

IP: Logged

Bryon C Simmons
Forum Contributor

Posts: 65
From:Zeeland, MI USA
Registered: Dec 98

posted 05 May 1999 10:44 PM     Click Here to See the Profile for Bryon C Simmons   Click Here to Email Bryon C Simmons     Edit/Delete Message   Reply w/Quote
Kevin is on the right track here. I use inbound information also..most companies get a scorecard/rating form their customers..use that data to show customer satisfaction/dissatisfaction. Develop a likert-style scale, and graph your findings. My company uses a survey system, but of late, the auditors are more interested in the actual customer ratings......


Hope this hel

IP: Logged

All times are Eastern Standard Time (USA)

next newest topic | next oldest topic

Administrative Options: Close Topic | Archive/Move | Delete Topic
Post New Topic  Post A Reply Hop to:

Contact Us | The Elsmar Cove Home Page

Your Input Into These Forums Is Appreciated! Thanks!

Main Site Search
Y'All Come Back Now, Ya Hear?
Powered by FreeBSD!Made With A Mac!Powered by Apache!