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The New Elsmar Cove Forums   The New Elsmar Cove Forums
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  Customer Satisfaction

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Author Topic:   Customer Satisfaction
Gladys
Lurker (<10 Posts)

Posts: 4
From:Sparta, WI, USA
Registered: Aug 2000

posted 25 August 2000 12:05 PM     Click Here to See the Profile for Gladys     Edit/Delete Message   Reply w/Quote
We initially established our QS9000 system with a customer satisfaction survey. We received very poor results and have discontinued the survey.

Does anyone have a good system for determining customer satisfaction? Please give us ideas.

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Jim Biz
Forum Wizard

Posts: 275
From:ILLINOIS
Registered: Mar 2000

posted 25 August 2000 12:43 PM     Click Here to See the Profile for Jim Biz   Click Here to Email Jim Biz     Edit/Delete Message   Reply w/Quote
"poor results" ? as in customers won't return the survey ... or as in - the information they supplied was unfavorable?

Possibly - analyize your customer complaint/product return records ... set a base goal from the history and view "satisfaction" from that viewpoint?

Regards
Jim

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Gladys
Lurker (<10 Posts)

Posts: 4
From:Sparta, WI, USA
Registered: Aug 2000

posted 25 August 2000 01:40 PM     Click Here to See the Profile for Gladys     Edit/Delete Message   Reply w/Quote
Thank You - That deserves clarification. We received less than 10% back.

That is a thought and we currently review those to items in Management Review anyway.

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Bryan
unregistered
posted 25 August 2000 04:20 PM           Edit/Delete Message   Reply w/Quote
Gladys,
Have you thought about having your customer service dept/reps do a telephone survey?
We found most customers were willing to answer a few questions over the phone and this seemed to work for us, as long as you keep the survey short.

Bryan

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Rick Goodson
unregistered
posted 25 August 2000 04:23 PM           Edit/Delete Message   Reply w/Quote
A response of 10% for a mail survey is not abnormal. Most mail survey response rates vary between 2% and 12%. Professional survey organizations experience 35% to 65% response rates on a mail survey

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Al Dyer
Forum Wizard

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

posted 12 October 2000 04:15 PM     Click Here to See the Profile for Al Dyer   Click Here to Email Al Dyer     Edit/Delete Message   Reply w/Quote
We went the survey route with the same results. We have now developed a form called a Customer Follow-Up Sheet. Whenever we visit a customer or they visit us we complete the form. The form has a scoring section (1-5) and a section for required actions resulting from the completion of the form.

The scores from the form are calulated monthly and reported to management as a key measurable.

This method was well received by our auditors abd has been in place for more that 2 years. Give me a yell if you want a sample.

ASD... ullysses3@excite.com

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Jim Evans
Forum Contributor

Posts: 45
From:Union City, MI, USA
Registered: Jul 2000

posted 13 October 2000 08:44 AM     Click Here to See the Profile for Jim Evans   Click Here to Email Jim Evans     Edit/Delete Message   Reply w/Quote
We had similar results when we first started using surveys but have had better results since changing to this format for our surveys. In the cover letter for the survey I let the customer know that our sales rep will be in to see them and pick up the survey in about a week to ten days. The sales reps do make the personal calls and pick up my surveys at the same time. It does take some coordination with the sales people (knowing who they will be seeing and when) but it seems to work fairly well. We have had only three of the sixteen surveys not returned since switching to this system. Not perfect but better than the ten percent or less were getting before.

Jim Evans

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Andy Bassett
Forum Contributor

Posts: 274
From:Donegal Ireland
Registered: Jun 1999

posted 13 October 2000 08:54 AM     Click Here to See the Profile for Andy Bassett   Click Here to Email Andy Bassett     Edit/Delete Message   Reply w/Quote
Try offering a simple prize ie tickets for the theatre or so if people reply.

Regards

------------------
Andy B

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Gladys
Lurker (<10 Posts)

Posts: 4
From:Sparta, WI, USA
Registered: Aug 2000

posted 13 October 2000 08:55 AM     Click Here to See the Profile for Gladys     Edit/Delete Message   Reply w/Quote
Thank You very much for the idea of coordinating that with visits. We frequently visit and are visited by our customers and that may be a good approach. Now to sell the Sales group on it.

[This message has been edited by Gladys (edited 13 October 2000).]

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
Registered:

posted 06 February 2001 11:38 AM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
Also see https://elsmar.com/ubb/Forum15/HTML/000153.html

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ag
unregistered
posted 20 February 2001 03:13 PM           Edit/Delete Message   Reply w/Quote
quote:
Originally posted by Al Dyer:
We went the survey route with the same results. We have now developed a form called a Customer Follow-Up Sheet. Whenever we visit a customer or they visit us we complete the form. The form has a scoring section (1-5) and a section for required actions resulting from the completion of the form.


The scores from the form are calulated monthly and reported to management as a key measurable.

This method was well received by our auditors abd has been in place for more that 2 years. Give me a yell if you want a sample.

ASD... ullysses3@excite.com



I would appreciate it if you would send me a sample. Thank you.

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Al Dyer
Forum Wizard

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

posted 20 February 2001 03:50 PM     Click Here to See the Profile for Al Dyer   Click Here to Email Al Dyer     Edit/Delete Message   Reply w/Quote
AG,

I'd be glad to, what's your e-mail address?

ASD...

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
Registered:

posted 20 February 2001 04:03 PM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
I was watching CNBC earlier. U of Michigan puts out a Customer Satisfaction Index for the US (they call it the ASCI Index - Tracking Satisfaction). It's at about 73, down just a bit from last year.

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