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  Customer Satisfaction

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Author Topic:   Customer Satisfaction
Lurker (<10 Posts)

Posts: 1
From:Midland, MI, USA
Registered: Apr 2001

posted 25 April 2001 10:23 AM     Click Here to See the Profile for brkennedy   Click Here to Email brkennedy     Edit/Delete Message   Reply w/Quote
My company was recently given a minor non-conformance for not procedurally addressing how we assure objectivity and validity when determining customer satisfaction (4.6.1).

We currently use a 4 phase survey that is filled out by our primary customer contact or their deignee. The 4 phases correspond to different phases of the project.

My thinking is that we cover both objectivity and validity since the information is being given to us by our customer (not internally generated).

Does anyone have any suggestions on how to cover this requirement.

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Al Dyer
Forum Wizard

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

posted 25 April 2001 06:23 PM     Click Here to See the Profile for Al Dyer   Click Here to Email Al Dyer     Edit/Delete Message   Reply w/Quote

Customers surveys are not very good at determining satisfaction. There are too many variables and you never really know what mood the respondant might be in. They might have just come from a meeting where they were chewed out by management and find a pile of customer requests for responses to surveys.

Maybe in the procedure say something like:

Objectivity and validity are assured by questioning multiple personnel at the customer facility. (Don't send a customer survey to the same person as their opinion might be biased)

To add to the issue of validity, don't count on customer supplied satisfaction reports to define customer satisfaction at your facility. (i.e. GM Quad 4) These reports are notoriously flawed and therefore not valid.

Possibly think of a program of visiting the customer and fill out some type of scored report based on the outcome of your visit. (? Customer Follow-Up Sheet?)


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Mike Schueler
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Registered: Mar 2001

posted 08 May 2001 01:34 AM     Click Here to See the Profile for Mike Schueler   Click Here to Email Mike Schueler     Edit/Delete Message   Reply w/Quote
The issue I've always had a problem with is who at the customer is my customer? Is it the buyer, Receiving, the receiving inspector, or the person on the line who installs the component we make? It will be interesting as ISO 2000 rolls out and we are discouraged from measuring Customer Dissatisfaction as most of us do and have to actually measure satisfaction!

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Forum Contributor

Posts: 44
Registered: Sep 1999

posted 08 May 2001 09:07 AM     Click Here to See the Profile for dewie   Click Here to Email dewie     Edit/Delete Message   Reply w/Quote
IMHO, through QCDS
is it supposed to be like this
Q : QA staff or STA(Ford) or SQE (GM)
C/S : Sales or Purchasing
D : Sales or purchasing or wharehousing, depending on the channel to be contacted with the customers...

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Lurker (<10 Posts)

Posts: 2
Registered: Mar 2001

posted 16 May 2001 11:35 AM     Click Here to See the Profile for antje     Edit/Delete Message   Reply w/Quote
You can also use the rating from your customers for the customer satisfaction. Also you could use internal indicators for measuring customer satisfaction (e.g. % of in-time-deliveries) Also possible is a questionnaire above customer satisfaction, which your employees (e.g. sales) filling out.

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