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  Customer Satisfaction

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Author Topic:   Customer Satisfaction
Ian Houghton
Lurker (<10 Posts)

Posts: 3
From:Hinckley,UK
Registered: Dec 1999

posted 03 February 2000 06:06 AM     Click Here to See the Profile for Ian Houghton   Click Here to Email Ian Houghton     Edit/Delete Message   Reply w/Quote
Where can i find more information on customer satisfaction surveys. We are a wiring harness manufacturer with about 6 main customers. How do i go about measuring satisfaction ?

[This message has been edited by Ian Houghton (edited 03 February 2000).]

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Kevin Mader
Forum Wizard

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

posted 03 February 2000 09:40 AM     Click Here to See the Profile for Kevin Mader   Click Here to Email Kevin Mader     Edit/Delete Message   Reply w/Quote
Ian,

You can find many books on the topic at the ASQ website, and of course, any of the internet book stores. Many of the books give examples of surveys, from which you may draw some ideas about how you want to construct your survey or how to conduct one.

Regards,

Kevin

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Tom Goetzinger
Forum Contributor

Posts: 123
From:Milwaukee, WI USA
Registered: Mar 99

posted 04 February 2000 01:30 PM     Click Here to See the Profile for Tom Goetzinger   Click Here to Email Tom Goetzinger     Edit/Delete Message   Reply w/Quote
With only six major customers, I would consider using personal visits as opposed to a survey. The purpose of the visit would not be to sell, but to ask questions like what are doing right, where could we improve, how do we compare with your other suppliers, what's the biggest thing we could do to make life better for the customer. I think that you would gain more helpful information than you would from any survey.
Just an opinion, but a technique I think would be highly effective for a company with a limited customer base. I think I first heard about it from someone who contributes regularly to this website.

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Dirk Jansen
Lurker (<10 Posts)

Posts: 5
From:Zeewolde, Netherlands
Registered: Feb 99

posted 05 February 2000 03:35 PM     Click Here to See the Profile for Dirk Jansen   Click Here to Email Dirk Jansen     Edit/Delete Message   Reply w/Quote
In addition to above, you could also use the following.

You can get (dis)satisfaction out of each meeting with your customer. Select some items out of your survey that you want to understand your customers' opinion.
This can be done by anyone meeting with the customer.

The benefit of this method is that you will get info more frequently than with a single survey.

Also, when you are using a surveylist be aware of the following:
- Who is your representative that interviewed the customer. The result will be totally different if it is done by a sales engineer or a quality engineer
- Who is representing the customer
- At what moment are you doing the interview. (The same day that your customer found a serious problem with your product, in the month of price negotiation etc.)

Regards,

Dirk

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