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Author Topic:   customer satisfaction questionnaire
matthew evans
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Posts: 25
From:England
Registered: Mar 2000

posted 17 July 2000 09:49 AM     Click Here to See the Profile for matthew evans   Click Here to Email matthew evans     Edit/Delete Message   Reply w/Quote
HI ALL.
I AM IN THE PROCESS OF REVIEWING OUR CUSTER SATISFACTION QUESTIONNAIRE TO TRY AND MAKE THE RESULTS EASYIER TO UNDERSTAND AND TO RELATE TO IMPROVEMENTS IN OUR CUSTOMER SERVICE.
DO ANYONE OUT THERE HAVE AN EXAMPLE OF A QUESTIONNAIRE THAT THEY CAN FORWARD TO ME AT MATTHEW.EVANS@JWF.CO.UK

WE ARE A MANUFACTURING COMPANY WHO MANUFACTURE,INSTALL AND SERVICE LEAK TEST MACHINERY.

MANY THANKS

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Eug¸ne
Forum Contributor

Posts: 15
From:Roosendaal, Netherlands
Registered: Jul 2000

posted 18 July 2000 08:32 AM     Click Here to See the Profile for Eug¸ne   Click Here to Email Eug¸ne     Edit/Delete Message   Reply w/Quote
We have tried to measure the customer satisfaction, but it's very hard to do. The customers are not interested in it. Well, that's what we think noticing "all" the replies. Nearly no customer is interested in it. The customers which really are, like Volvo, are sending by their own every month a report about our performance.
We have tried everything to measure the customer satisfaction but nothing helps. We shortened our list with questions to only four questions but even that seems to be too much. You can get our questions if you want but they don't seem to be very interesting to answer.

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Martijn TVM
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Posts: 23
From:schoonhoven netherlands
Registered: May 2000

posted 18 July 2000 08:58 AM     Click Here to See the Profile for Martijn TVM   Click Here to Email Martijn TVM     Edit/Delete Message   Reply w/Quote
Well I guess asking whether you tried explaining that it's for their own good is a waste of time.

I actually got back a lot of survey's what I did was asking our Sales manager and Logistics supervisor to go through the survey together with the customer so just ask them the questions personnally.

Sales managers normally won't like to do it though because it's all about impression. But when top-management is involved it might just give you the wanted info.

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